Responsibilities
Service Operations & Delivery
- Manage end-to-end Salesforce Service Cloud operations across customer care channels (call center, digital, field service)
- Ensure system availability, performance, and scalability for high-volume telco environments
- Oversee incident, problem, and change management aligned with ITIL practices
- Monitor and ensure SLA/KPI compliance (response time, resolution time)
Telco Process Enablement
- Design and optimize customer service processes, including:
- Order management and order fallout handling
- Billing inquiries and dispute management
- Service activation, suspension, and termination
- Complaint and escalation management
- Support omnichannel engagement (voice, chat, email, social, self-service)
- Implement case deflection strategies via automation and knowledge base
Platform Management & Integration
- Lead configuration and enhancement of Salesforce Service Cloud (Case Management, Omni-Channel, Knowledge, CTI)
- Manage integrations with telco systems (billing, OMS, CDP, network/provisioning)
- Ensure data consistency and real-time system integration
Customer Experience & Transformation
- Drive CX improvement initiatives and reduce call center workload
- Implement automation solutions (Flows, AI chatbots, self-service)
- Support digital transformation programs aligned with telco customer journeys
Team & Vendor Management
- Lead cross-functional teams (admins, developers, support engineers, BAs)
- Manage vendors/system integrators to ensure quality delivery, timelines, and cost efficiency
Governance & Reporting
- Ensure compliance with telecom regulations and data privacy standards
- Maintain system documentation and audit readiness
- Track and report key KPIs (FCR, AHT, backlog, CSAT/NPS)
- Provide insights for continuous service improvement
Requirements
Experience & Qualifications
- Bachelor's degree in IT, Telecommunications, Business, or related field
- 6-10+ years of Salesforce experience, with strong Service Cloud expertise
- Proven experience in the telecommunications domain (mandatory)
- Experience managing large-scale customer service platforms
- Salesforce certifications (Administrator, Service Cloud Consultant) preferred
Technical Skills
- Strong expertise in Salesforce Service Cloud (Case, Omni-Channel, Knowledge, CTI)
- Experience integrating Salesforce with telco systems (billing, OMS, provisioning)
- Knowledge of APIs, middleware (e.g., MuleSoft), and microservices architecture
- Familiarity with automation tools (Flow, Einstein Bots)
- Understanding of telco data models (customer, product, subscription, usage)
Domain Knowledge
- BSS/OSS architecture and telco ecosystem
- Subscriber lifecycle management
- Prepaid/Postpaid billing models
- Trouble ticketing and service assurance
- Telecom regulatory compliance
