5 hours ago
Base Salary
$137k - $231k/yr
Responsibilities
- Lead the architecture, design, and implementation of enterprise Salesforce Service Cloud solutions.
- Partner with support, field service, quality, training, commercial operations, and business stakeholders to define CRM requirements.
- Design solutions using case management, Omni-Channel Routing, Knowledge Management, entitlements and SLAs, telephony integration, Digital Engagement, Experience Cloud, chatbots, and Service Console capabilities.
- Define enterprise architecture standards, integration frameworks, data governance strategies, and environment governance.
- Lead discovery sessions, solution workshops, architecture reviews, and roadmap planning.
- Provide hands-on leadership for Salesforce configuration, customization, integrations, data migration, and deployments.
- Integrate Salesforce with ERP, product management, entitlement, field service, telephony, knowledge management, and other enterprise platforms.
- Improve customer support metrics including case resolution time, customer satisfaction, and agent efficiency.
- Ensure solutions meet compliance and validation requirements in regulated medical device environments.
- Mentor developers, administrators, architects, and business analysts on Salesforce best practices.
- Support release planning and DevOps delivery processes.
Requirements
- Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field.
- 10+ years of Salesforce platform experience and 5+ years of hands-on Salesforce Service Cloud implementation experience.
- Experience leading large-scale CRM and customer service transformation initiatives.
- Strong expertise in Salesforce Service Cloud, Experience Cloud, Salesforce Platform Architecture, and customer support operations.
- Hands-on experience with Apex, Lightning Web Components, Salesforce Flow, integration patterns, data migration, and data governance.
- Experience integrating Salesforce with ERP, telephony, knowledge management, and enterprise applications.
- Understanding of customer service processes, support operations, and service lifecycle management.
- Strong communication, leadership, and stakeholder management skills.
- Experience working within Agile and DevOps delivery models.
- Experience in medical device, healthcare technology, or other regulated industries.
- Preferred certifications include Salesforce Certified System Architect, Salesforce Application Architect, Service Cloud Consultant, Integration Architect, and Experience Cloud Consultant.
- Knowledge of FDA-regulated environments, validation processes, Agentforce or AI-powered customer support, and global or offshore/onshore team delivery is preferred.
Benefits
- Employee position with a daytime shift.
- Onsite weekly under a set schedule, with the percentage of onsite work defined by the leader.
- Certain roles may require current proof of vaccination against specified diseases, including COVID-19.
- Market-competitive compensation packages may include base pay, incentives, benefits, and equity; compensation varies by job level and qualifications.
Categories
Solutions Engineering
About Intuitive
Intuitive (Nasdaq: ISRG), headquartered in Sunnyvale, Calif., is a global technology leader in minimally invasive care and the pioneer of robotic-assisted surgery. At Intuitive, we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.