GN-IC-Comms and Media-Digital Core-BSS & Digital Channels (Salesforce)-Manager

Job Description Template Job Title - S&C GN Comms and Media | Manager- Digital Core (BSS & Digital Channels , Salesforce ) Management Level: Level 7-Manager Location: Bangalore/ Gurgaon/Pune Must have skills: Telecom Industry Expertise , Salesforce Platform experience Good to have skills: Salesforce Agentforce, Comms Cloud, Sales Cloud, Service Cloud, Experience Cloud, CPQ, Media Cloud Job Summary: We are seeking a Salesforce Techno-Functional Executive to drive the delivery, adoption, optimization, and enhancement of Salesforce solutions across Sales, Service, Communications, Media, Agentic AI and other domains. This role involves leveraging Salesforce's capabilities, integrating technologies, and collaborating closely with clients and stakeholders to deliver impactful business transformations. Roles & Responsibilities:   Consulting & Strategy Collaborate with clients and market units to design and deliver tailored Salesforce solutions. Proven ability to lead strategic initiatives, design business processes, and propose innovative solutions. Contribute to strategy, consulting, and digital transformation initiatives, including proposal building, POV creation, GTM strategy, and asset development for Salesforce products. Lead business analysis, process design, and solution architecture for complex projects. Project Delivery Drive end-to-end Salesforce project implementations, covering pre-implementation, discovery, design, development, and post-implementation phases in the capacity of various roles such as Project Manager, Product Owner, Scrum Masters, Delivery Lead, Engagement Lead, Change Lead. Facilitate workshops and deliver solutions using Salesforce capabilities like Sales Cloud, Service Cloud, Experience Cloud, Comms Cloud/Media Cloud (CPQ/EPC/CLM/OM), CRM Analytics (Tableau CRM) and Agentforce. Deliver management consulting projects for global clients, by independently leading a small to medium-sized teams to drive value creation across Green field, Brownfield Salesforce implementations for large enterprises, mid-market, and SMBs. Salesforce Expertise Develop business requirements, user stories, and specifications while configuring Salesforce (triggers, process builders, flows). Recommend features, improvements, and best practices to optimize Salesforce usage and adoption. Experience in Salesforce value architecting, business case preparation, value realization is good to have. Experience in business case, Maturity Assessment Tool and Productivity models for Salesforce implementations. Experience in multi-cloud orchestration involving Salesforce, MuleSoft, Data Cloud, and Slack integrations. Understanding of Salesforce industry-specific solutions (e.g., Vlocity Industry Processes) and metadata-driven architecture. Familiarity with Einstein GPT / Copilot configuration, prompt engineering, and use of Salesforce AI Cloud. Agile Delivery & Governance Apply agile methodologies (Scrum, SAFe, Kanban) and tools like JIRA, Confluence, and MS Project to deliver high-quality results. Manage delivery processes, ensure service quality, and support transformation initiatives with effective governance. Ability to scale delivery models across squads, pods, or hybrid agile organizations. Stakeholder Engagement Engage mid- to senior-level stakeholders, drive solutioning discussions, lead client engagements such as workshops to gather requirements, obtain feedback, and manage delivery priorities as an exec. Drive and support implementation activities and serve as a liaison between business and internal cross-functional, cross-service line teams. Ability to manage global delivery models, coordinate across onshore/offshore teams, and drive alignment between IT and Business stakeholders. Pre-Sales & Business Development Support in identifying and winning opportunities by developing relationships with Account Teams, sales Teams and Leadership. Lead proposals, business development efforts and coordinate with other colleagues to create consensus-driven deliverables, respond to RFPs, create proofs of concept, prepare cost estimates, and drive walkthroughs. Create Go-to-Market (GTM) strategies for market entry and expansion, including market assessments, opportunity sizing, target segment definition, channel strategy, and customer success planning. Experience conducting platform assessments and roadmap definition for Salesforce transformations. Ability to influence product vision, create reusable assets/frameworks, and drive capability maturity within the practice. Qualifications & Skills Experience with Salesforce products (Sales Cloud, Service Cloud, Marketing Cloud, Experience Cloud, Comms Cloud, Agentforce etc.) and integration technologies. Certifications such as Salesforce Admin, Sales Cloud Consultant, Service Cloud Consultant, CPQ Specialist, Experience Cloud Consultant, AI associate, Agentforce specialist etc. are preferred. Expertise in CRM, Order Management, Billing, and related BSS modules. Strong project and program management skills, with experience in digital transformation and process improvement initiatives. Exceptional problem-solving, communication, and presentation skills. Experience in leading and driving Salesforce Centers of Excellence (CoEs) or capability development programs, knowledge of Salesforce COE frameworks, including governance, demand intake, capability roadmap, and release calendar planning. Experience in talent grooming, mentoring, and creating career pathways for Salesforce professionals across roles.  Understanding of AI ethics, trust layers, and data privacy considerations in AI-based CRM implementations. Cross-cultural competence and the ability to thrive in a dynamic, global environment. Knowledge of Telco platforms and experience in creating integration and application designs. Ability to manage diverse stakeholders, facilitate workshops, and deliver structured problem-solving approaches. Your exper