Job Description

Role Purpose

The role of Salesforce Application Manager at Wipro Technologies-USA is pivotal in architecting innovative and scalable Salesforce Service Cloud solutions that drive exceptional business outcomes and elevate customer experience. You will be instrumental in providing thought leadership, ensuring seamless integration of Salesforce platforms with complementary tools, and enabling delivery teams to exceed client expectations. This position demands a strategic mindset combined with hands-on expertise to lead complex projects and deliver high-impact solutions within an evolving digital landscape.

As a key stakeholder, you will collaborate closely with cross-functional teams, including business units, engineering squads, and external vendors to design, implement, and optimize Salesforce architecture that aligns with organizational goals. You'll champion best practices, continuous improvement, and drive transformative automation initiatives that streamline operations and deliver measurable value.

This role offers a unique opportunity to work remotely across the US in an inclusive and forward-thinking company that values diversity, innovation, and individual growth. You will be at the forefront of digital transformation in enterprise applications, specifically focusing on customer service and experience enhancements powered by Salesforce technologies.

Key deliverables include detailed architectural designs, production support, root cause analyses, and proactive leadership in the configuration and integration of Salesforce modules. Your expertise will ensure high levels of client satisfaction and operational excellence throughout project lifecycles.

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About You

• Strong understanding of end-to-end customer service and IT support workflows, enabling seamless service delivery and issue resolution.
• Adaptable and resilient, you embrace change fluidly and thrive in dynamic environments with evolving priorities.
• Collaborative team player orientation marked by humility and a genuine curiosity to learn, engage, and contribute across diverse teams.
• Results-oriented with a commitment to driving outcomes that align with broader business objectives and positively impact customer experiences.
• Exceptional interpersonal and communication skills to interact professionally with cross-level stakeholders, partners, and clients.
• Consistently demonstrate professionalism, respect, and adaptability in interactions and decision-making.
• Dedicated to delivering high-quality support and service, ensuring all users receive timely and effective solutions.

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Responsibilities

• Collaborate cross-functionally with business units, engineering, and vendor partners to identify opportunities for automation and optimization, developing detailed implementation strategies.
• Provide critical production support for Salesforce Service Cloud applications, troubleshooting issues and ensuring uninterrupted business operations and customer service delivery.
• Lead effective, user-centric communication strategies to keep all stakeholders informed, engaged, and empowered to make informed decisions.
• Assume ownership for configuration, management, and support of designated Salesforce modules, ensuring their alignment with business requirements.
• Work closely with squad members to comprehensively understand, document, and translate business requirements into precise technical specifications and risk assessments.
• Drive escalations and resolutions collaboratively with vendor support, managing complex issues with diligence and accountability.
• Conduct thorough root cause analyses on recurring issues, providing actionable insights and escalating system or process concerns proactively.
• Monitor and report on key application performance metrics, interpreting data insights to inform continuous improvement and strategic decision-making.
• Contribute to the product roadmap by suggesting enhancements informed by user feedback, system performance, and emerging technology trends.
• Analyze and resolve application-related challenges, including configuration errors, implementation bugs, and gaps in business processes.
• Manage priorities autonomously, balancing multiple tasks and delivering projects of varying complexity on schedule.
• Partner with data teams to leverage analytical insights for broader organizational impact and innovation.
• Write advanced data queries and leverage application tools to conduct thorough data analysis supporting operational and strategic objectives.
• Understand detailed functional data models to optimize data flow and integration accuracy throughout interconnected platforms.

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Your Expertise

• Bachelor’s degree in Information Technology, Business Administration, or a related discipline is preferred, underscoring foundational knowledge in both technical and business domains.
• At least 6 years of hands-on experience working intensively with Salesforce Service Cloud, showcasing deep domain expertise in customer service-oriented cloud platforms.
• Proven record of 5-6 years or more in advanced Salesforce administration, with a strong grasp of configuration, customization, and platform optimization.
• Technical proficiency in integrating Salesforce with external systems through APIs, web services, and third-party tool interfaces, demonstrating capability in enterprise-grade integrations.
• Solid understanding of data lifecycle management, including batch processes, access control, and debugging techniques within Salesforce environments.
• Familiarity with customer service, support, and experience methodologies to enhance platform functionality aligned with user needs.
• Broad comprehension of application architecture, including interdependencies and cross-platform workflows, enabling holistic solution design.
• Practical experience integrating multiple customer support and experience platforms, such as Medallia and ADA chatbots, utilizing asynchronous processing and API-based communication.
• Competence in handling various data exchange formats like XML, flat files (XLS, CSV, TXT), ensuring seamless data interoperability.
• Fluent communication skills in English, both verbal and written, critical for effective collaboration and documentation.

We encourage continuous learning and growth, supporting your professional journey as you advance your architectural competency and leadership in Salesforce technologies within a global digital transformation context.