Lead the technical vision and execution for Service and Field Service solutions, focusing on D2C and B2B environments. This role involves architecting robust routing engines, SLA logic, and technician workflows, while ensuring seamless enterprise integrations. You will define development standards and manage the FSL core model.

Address critical incidents and drive performance enhancements across service operations. The position requires reviewing and approving technical designs and code, coordinating with cross-functional teams, and leading CI/CD processes.

Champion the adoption of advanced AI-powered development practices and smart coding accelerators to boost team productivity and design quality. This leadership role involves guiding a team of offshore and onsite engineers to achieve technical delivery excellence.

Deliver comprehensive solution designs for Service and Field Service features, catering to both D2C and B2B business needs. Architect and build key components including routing engines, SLA/entitlement logic, and dispatcher console customizations. Oversee enterprise integrations with CTI, scheduling, ERP, IoT, and mobile workforce systems. Establish and enforce standards for Apex design, asynchronous strategies, LWC architecture, and API governance. Manage and maintain FSL core configurations such as resource calendars, territories, skills, and optimization rules. Resolve complex technical incidents impacting routing, CTI, scheduling, or assignments. Implement improvements for high-volume work orders, service appointments, and mobile operations. Review and approve technical designs, code, and integration frameworks developed by the engineering team. Collaborate with onsite leads, architects, and product managers to align technical direction for Service features. Lead CI/CD practices, release planning, environment readiness, and cross-team technical coordination. Drive adoption of Agentforce, Copilot, AI development practices, prompt engineering, and coding accelerators. Lead and mentor a team of offshore and onsite engineers, ensuring successful technical delivery.

A Bachelor's degree in Computer Science or a related field, or equivalent practical experience, is required. Possession of Salesforce PD1 and PD2 certifications is essential. Minimum of 9-11 years of Salesforce Development experience, with at least 3 years in a Technical Lead capacity. Demonstrated hands-on development experience in large-scale, fast-paced Salesforce environments is mandatory. Strong proficiency in the Salesforce platform's architecture, capabilities, and limitations. In-depth knowledge of Salesforce Service Cloud and Salesforce FSL. Proven experience owning end-to-end technical designs for D2C and B2B service operations. Deep understanding of DevOps practices and tools like Copado and Jenkins, including CI/CD pipeline optimization. Experience in building scalable data models, security models, and complex technical solutions for service and field services. Hands-on development skills in Apex, LWC, and integration technologies (middleware, events, APIs). Experience integrating with corporate applications (e.g., SAP) and custom microservices. Experience managing a team of 8-10 offshore developers within an Agile framework. Ability to handle ambiguity, drive escalations, and communicate effectively with stakeholders. Translate business outcomes into clear technical direction, setting expectations and tradeoffs.