Job Description

Role Purpose

The Salesforce Application Manager plays a critical role within Wipro Technologies-USA by designing and delivering exceptional architectural solutions that drive business innovation and operational excellence. This position requires leadership in solution design and the capability to guide cross-functional delivery teams, ensuring that client engagements exceed expectations and achieve measurable value.

As a key driver of transformation initiatives, this role encompasses the end-to-end lifecycle of Salesforce Service Cloud implementations, focusing on integrating advanced technology solutions tailored to meet unique business needs. The individual will collaborate directly with business stakeholders, vendors, and engineering teams to define strategies that streamline customer service processes, optimize application configurations, and enhance overall customer experience.

This position is ideal for professionals who excel at synthesizing complex business and technical requirements into scalable, maintainable, and innovative solutions that align with organizational goals. The role demands a blend of strong analytical skills, technical expertise in Salesforce ecosystems, and exemplary communication abilities to influence and lead diverse teams.

͏

About You

• You possess a comprehensive understanding of customer service and IT support workflows, with the ability to navigate and improve end-to-end processes efficiently.
• You demonstrate resilience and adaptability, maintaining effectiveness in dynamically shifting environments while embracing change as an avenue for growth.
• Your collaborative spirit fosters teamwork and collective success, characterized by humility and a curiosity-driven approach to problem-solving.
• Goal-oriented and results-driven, you prioritize business impact and align your efforts to promote organizational success.
• Your communication style is proactive, professional, and tailored to engage effectively with a wide range of stakeholders, including senior leadership, technical peers, and external partners.
• You embody professionalism and respect in all interactions, demonstrating cultural sensitivity and inclusivity.
• Delivering exceptional support and service quality to users is central to your philosophy, ensuring satisfaction and trust through responsiveness and expertise.

͏

Responsibilities

• Lead strategic partnerships with business units, engineering squads, and external vendors to identify opportunities for automation and efficiency within customer service applications, prioritizing scalable solutions with clear implementation roadmaps.
• Provide comprehensive production support for Salesforce Service Cloud customers, promptly addressing and resolving issues to minimize business impact.
• Develop and maintain effective, customer-centric communication plans to keep all stakeholders informed, facilitate decision-making, and manage expectations throughout project lifecycles.
• Own configuration management and ongoing maintenance of assigned Salesforce modules, ensuring alignment with evolving business requirements and compliance standards.
• Collaborate with cross-functional teams to gather and translate business requirements into detailed and actionable Product Requirement Documents (PRDs), incorporating risk assessment and mitigation strategies.
• Coordinate escalation processes with vendor support teams to resolve critical incidents and operational challenges.
• Conduct comprehensive root cause analyses and generate detailed reports, proactively highlighting trends and potential risks to leadership teams to drive continuous improvement.
• Track key performance indicators (KPIs) and application metrics, leveraging data insights to measure success against objectives and inform future initiatives.
• Contribute to the Salesforce application roadmap by proposing enhancements and new features, working closely with vendors and engineers to implement improvements that align with business strategy.
• Analyze and troubleshoot technical problems related to application configuration, implementation gaps, and business process failures, applying best practices to ensure system stability.
• Independently prioritize tasks and manage workload effectively, delivering small to medium scale projects within agreed timelines and quality standards.
• Partner with data analytics teams to interpret service trends and customer feedback, enabling organization-wide insights that inform strategic decisions.
• Seek collaboration and assistance proactively when encountering obstacles, fostering a supportive and solution-driven culture.
• Write complex Salesforce SOQL/SOSL queries and perform in-depth data analysis to support issue diagnosis and business reporting needs.
• Maintain a deep understanding of functional data models to optimize application performance and data integrity.

͏

Your Expertise

• Bachelor's degree in Information Technology, Business, or a related discipline is strongly preferred, demonstrating a solid educational foundation.
• Minimum of 6 years hands-on experience with Salesforce Service Cloud, reflecting substantial domain expertise.
• Advanced Salesforce Administrator credentials with 5 to 6 years of relevant experience, showcasing proficiency in configuration, customization, and system management.
• Extensive experience integrating Salesforce with various applications using Salesforce APIs, web services, and third-party tool APIs, including asynchronous communication methods.
• Thorough knowledge of data processes encompassing access updates, batch jobs, and debugging techniques to maintain system health and performance.
• Sound understanding of customer service, support, and experience processes, enabling solutions that enhance client satisfaction and operational efficiency.
• Strong technical acumen regarding application architecture, product integrations, and enterprise workflows.
• Experience with cross-application dependencies, enabling a holistic view of system interactions and workflow orchestration.
• Proven expertise integrating Salesforce with customer support, partner/vendor platforms, and chatbot technologies such as Medallia and ADA, leveraging API-based and asynchronous methods.
• Competency in data exchange formats including XML, XLS/CSV/TXT, and delimited flat files, facilitating smooth data interoperability.
• Exemplary communication skills with professional fluency in English, both written and verbal, enabling effective stakeholder engagement across diverse audiences.

This role demands a proactive mindset, deep technical skills, and a commitment to delivering business value through innovative Salesforce solutions. Commitment to continuous learning and staying current with industry trends and best practices is expected to maintain a competitive edge and foster career growth.