Job
Description
Grow with us Our Exciting Opportunity At Product Line Customer Support & Service Enablement within Ericsson s Group Functions Global Operations IT, we treat IT as a business by focusing on the value delivered alongside the costs incurred. We transition from merely consuming technology to actively identifying, nurturing, and developing new technologies that provide tangible value to our customers. About the Role We are seeking an IT Technology Specialist with expertise in Salesforce Service Cloud and Experience Cloud for our Salesforce Platform. This role requires a strategic thinker who can review, advise, and ensure compliance with best practices in Salesforce implementation, architecture, and solution design across Service and Experience Cloud environments. Key Responsibilities As an IT Technology Specialist, you will lead the technical product lifecycle in alignment with the product portfolio strategy and plan. You will manage requirements, solution design, integrations, and architecture in adherence to overarching principles and frameworks. You will be part of a product team comprising IT Product Owners, IT Technology Specialists, and platform consultants, collaborating with distributed development teams. Primary Duties: Define product strategy, roadmap, and optimize product total cost of ownership (TCO). Prepare product decisions and initiate execution of product development. Administer functional and non-functional requirements. Safeguard product design, integrations, and architecture. Document and maintain product information. Adhere to Ericsson s IT Security and Architecture processes. Governance & Best Practices: Enforce best practices in Salesforce configuration, architecture, and security within Service Cloud and Experience Cloud to ensure high-quality, scalable solutions. Solution Guidance: Act as a trusted advisor, guiding development teams to align technical solutions with business goals, particularly in customer service and community engagement applications. Technical Review & Quality Assurance: Conduct regular code and configuration reviews to ensure adherence to Salesforce standards and organizational policies. Recommend improvements and mitigations for identified risks. Documentation & Standards: Develop and maintain documentation of Salesforce architecture, design principles, and governance standards to support development teams and stakeholders. Stakeholder Collaboration: Work closely with business stakeholders, Product Owners, and Project Managers to capture and validate requirements, ensuring development aligns with business objectives. Training & Knowledge Sharing: Mentor development teams, providing guidance on Salesforce Service Cloud and Experience Cloud features, integrations, and best practices to upskill the team and promote a strong governance culture. Compliance & Security: Oversee data governance, security models, and compliance adherence in alignment with organizational and regulatory requirements. Required Skills and Qualifications Bachelor s Degree or equivalent. Salesforce Certification(s): Salesforce Service Cloud Consultant (mandatory) Salesforce Experience Cloud Consultant (preferred) Experience: 5 to 8 years of experience in Salesforce platforms with a focus on Service Cloud and Experience Cloud. Proven experience in an oversight/governance role guiding technical teams in a Salesforce environment. Technical Expertise: Deep understanding of Salesforce Service Cloud and Experience Cloud capabilities, security models, and best practices. Familiarity with Apex, Lightning Components, Visualforce, and declarative tools, with sufficient technical knowledge to review and advise on development approaches. Soft Skills: Strong communication, analytical, and stakeholder management skills. Ability to communicate complex technical concepts to both technical and non-technical audiences. Proficiency in English, both written and spoken. Preferred Skills Knowledge of additional Salesforce modules such as Omni-Channel and Knowledge Management is a plus. Experience with governance frameworks, change management, and Agile/DevOps practices. Primary country and city: India (IN) || Bangalore Req ID: 767698
