Own Salesforce platform architecture and technical direction across clouds, data models, and integrations.
Ensure scalability, performance, security, and data integrity
Act as the technical point of contact for complex Salesforce decisions and blocking issues.
Set and maintain standards, patterns, and guidelines for configuration, development, integration, and environments.
Coordinate release governance, testing field, and documentation.
Lead and contribute to configuration and development (Flows, Apex, LWC, integrations).
Build and maintain integrations between Salesforce and other systems, including telephony/CTI.
Manage and develop the telephony platform (Genesys Cloud preferred) covering IVR, call flows, queues, routing, and skills.
Build and maintain integrations between telephony platforms and Salesforce (e.g. CTI, screen pops, activity logging, workflow automation).
Work with internal teams and vendors to ensure resilient telephony connectivity, availability, call quality, and compliance.
Provide technical leadership and mentorship to Salesforce and telephony teams and partners.
Build positive relationships with senior collaborators and act as a key advisor on platform decisions.
Guide teams through discovery, compose, build, testing, and rollout.
Advise and train Salesforce and telephony specialists to improve engineering quality and architectural thinking.

Significant experience leading Salesforce platforms in complex, multi-team environments.
Strong functional and architectural knowledge across multiple Salesforce clouds.
Deep experience with Salesforce configuration and Apex / LWC development.
Solid knowledge of data architecture, security framework, and governance.
Proven experience crafting and maintaining integrations between Salesforce and external systems.
Familiarity with CI/CD, Git, and deployment tools for Salesforce environments.
Hands-on experience with cloud contact centre and telephony platforms, ideally Genesys Cloud CX (or similar).
Solid knowledge of IVR, call flows, queues, skills-based routing, and telephony concepts.
Experience integrating telephony with Salesforce, including CTI and workflow automation.
Experience troubleshooting production issues and performing root cause analysis across telephony and integrations.
Experience working with Sales, Product, Engineering, Customer Service, and Contact Centre Operations.
Strong systems thinking across CRM, telephony, data, and integration layers.
Prior consulting or system integrator experience is advantageous.
Salesforce and telephony certifications are greatly valued but not mandatory.

Enjoy a flexible, hybrid workplace that brings balance to how you work
Set up your home office with a little financial help from us
Great corporate discounts and vouchers from top retailers
Benefit from our partnership with Sonder, which supports the wellbeing of our team members
Unlock your potential via in-house training and programs, LinkedIn Learning, conferences and study assistance
Access to a variety of leave options available to support your wellbeing, including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, community leave, study leave, and more
Join our communities, built around ‘Wellness’, ‘Belonging’ and the ‘Planet’ where you can make a meaningful contribution

Salesforce & Telephony Tech Lead

Key skills