Company Description
Manthrasoft Software Services (Manthrasoft) is an MSC Status, TMMi Level 5 certified independent software testing company with offices in Singapore, Malaysia, and Vietnam, along with offshore partner offices in India and Mongolia. The company specializes in delivering end-to-end testing solutions tailored to the needs of diverse industries including banking, financial services, insurance, utilities, telecom, manufacturing, retail, healthcare, and pharmaceuticals. Manthrasoft provides a comprehensive range of testing services, encompassing manual, automation, performance, robotic process automation, and security testing. In addition to testing, Manthrasoft offers API Management Services, including installation, configuration, and support for API gateways. With a strong presence in the Asia-Pacific region, the company integrates deep industry expertise to help clients achieve their quality and testing goals.
Job Title: Technical Salesforce Service Manager (Telecommunications)
Location: Singapore (On-site)
Work Mode: 5 Days Work from Office
Employment Type: Full-Time (12-Month Contract)
Role Overview
We are seeking an experienced Technical Salesforce Service Manager to lead the design, delivery, and operations of Salesforce Service Cloud within a telecommunications environment.
This role blends technical leadership, solution architecture, and service management, ensuring a scalable, high-performance platform integrated with complex telco BSS/OSS ecosystems.
The ideal candidate is both hands-on technical and strong in service governance, capable of driving system reliability, optimization, and continuous transformation.
Key Responsibilities
1. Technical Service Ownership
- Own end-to-end Salesforce Service Cloud platform for customer service operations
- Ensure high availability, performance, and scalability for high-volume telco workloads
- Lead incident, problem, and change management including root cause analysis (RCA)
- Define and enforce SLA / SLO / SLI metrics
2. Solution Architecture & Design
- Define and govern Salesforce architecture aligned with enterprise standards
- Design scalable solutions for:
- Case management & omni-channel routing
- Complaint and escalation handling
- Service request lifecycle
- Review and approve solution designs, technical specifications, and code quality
- Ensure best practices in data modeling, security, and performance optimization
3. Integration with Telco Ecosystem (BSS/OSS)
- Lead integration between Salesforce and telco systems:
- Billing & charging platforms
- Order Management Systems (OMS)
- CRM/CDP systems
- Network provisioning & assurance systems
- Define integration patterns:
- Real-time APIs (REST/SOAP)
- Event-driven architecture (streaming, queues)
- Batch/data synchronization
- Ensure data consistency, latency optimization, and fault tolerance
4. DevOps & Release Management
- Establish and manage CI/CD pipelines for Salesforce deployments
- Oversee version control, environment strategy, and release governance
- Ensure automated testing, code reviews, and deployment quality
- Drive adoption of DevOps best practices
5. Telco Service Process Enablement
- Enable and optimize telco-specific workflows:
- Order fallout & service activation issues
- Billing inquiries & dispute handling
- Incident/ticket lifecycle management
- Support omnichannel engagement:
- CTI / call center integration
- Chatbots and self-service portals
- Reduce call center workload through automation and knowledge management
6. Performance Optimization & Observability
- Monitor system health, logs, and performance metrics
- Implement monitoring, alerting, and observability frameworks
- Analyze trends to proactively prevent incidents
- Optimize for:
- High concurrency
- Large data volumes
- Peak traffic scenarios
Required Qualifications
- Bachelor's degree in Computer Science, Engineering, or related field
- 7–12+ years of Salesforce experience with strong technical leadership
- Proven experience in the telecommunications domain (mandatory)
- Hands-on experience in Salesforce architecture and system integrations
Technical Skills (Must-Have)
- Salesforce Platform
- Salesforce Service Cloud (Case Management, Omni-Channel, Knowledge)
- Apex and Lightning Components (LWC/Aura) – solid understanding
- Flow automation and platform limits
Integration & Architecture
- API design (REST/SOAP)
- Middleware (e.g., MuleSoft or equivalent)
- Event-driven architecture (Kafka, queues, etc.)
- Microservices architecture
DevOps
- CI/CD tools (Git, Jenkins, Copado, etc.)
- Version control and release pipelines
- Automated testing frameworks
Telecom Domain Knowledge
- BSS/OSS architecture
- Billing systems (prepaid/postpaid)
- Order lifecycle & provisioning
- Subscriber & product models
- Service assurance & incident management
Soft Skills
- Strong problem-solving and analytical thinking
- Ability to bridge business and technical stakeholders
- Leadership in high-pressure, 24/7 environments
- Excellent communication and decision-making skills
Key KPIs
- System uptime and performance (target: >99.9% availability)
- Incident resolution time and RCA quality
- SLA / SLO compliance
- Integration reliability and latency
- Reduction in call center volume / cost-to-serve
- Delivery quality (defect rate, release success rate)
Nice to Have
- Salesforce Service Cloud Consultant / Application Architect certifications
- Experience with Field Service Lightning (FSL)
- Knowledge of TM Forum standards (eTOM, SID, Open APIs)
- Experience in large-scale digital transformation programs
