Salesforce Sales Cloud AMS Technical Lead

We are seeking an experienced Salesforce Sales Cloud AMS Technical Lead to provide technical leadership for a global Salesforce support organization responsible for maintaining and enhancing a complex Sales Cloud environment. The individual will work closely with client contacts to understand business challenges, provide regular status updates, recommend technical solutions, and guide users through Salesforce Sales Cloud capabilities.

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Net2Source Inc. isn't just another staffing company, we're a powerhouse of innovation, connecting top talent with the right opportunities. Recognized for 300% growth in the past three years, we operate in 34 countries with a global team of 5,500+. Our mission? To bridge the talent gap with precision—Right Talent. Right Time. Right Place. Right Price.

Role Name: Salesforce Sales Cloud AMS Technical Lead
Work site: (Remote)
Duration: 12+ Months

We are seeking an experienced Salesforce Sales Cloud AMS Technical Lead to provide technical leadership for a global Salesforce support organization responsible for maintaining and enhancing a complex Sales Cloud environment.

This role is ideal for a hands-on Salesforce professional who combines deep technical expertise with strong client-facing communication skills. The successful candidate will lead the resolution of production incidents, defects, and service requests while serving as a trusted advisor to business stakeholders and client teams.

The individual will work closely with client contacts to understand business challenges, provide regular status updates, recommend technical solutions, and guide users through Salesforce Sales Cloud capabilities. The role requires close collaboration with support and development teams located across the United States, Europe, and India.

A strong understanding of emerging AI technologies, including Salesforce Agentforce, Einstein AI, Copilot capabilities, and AI-enabled support operations, is highly desirable. Relevant internal examples reference Agentforce-powered AMS support, AI-assisted incident management, automated health checks, and support optimization initiatives.

## Salesforce Technical Leadership

- Serve as the senior technical lead for Salesforce Sales Cloud AMS operations.
- Act as the primary escalation point for complex technical issues impacting business users.
- Lead technical troubleshooting, root cause analysis, and issue resolution activities.
- Review solution designs and provide technical direction to development and support teams.
- Ensure Salesforce solutions align with platform best practices and scalability requirements.
- Drive technical quality across support, maintenance, and enhancement activities.

## Incident, Defect & Request Item Management

- Own the end-to-end resolution of Incidents, Defects, and Request Items (RITMs).
- Analyze production issues and identify both immediate fixes and long-term solutions.
- Prioritize work based on business impact and customer urgency.
- Coordinate technical resources across global teams to ensure timely ticket resolution.
- Provide detailed technical guidance during incident investigations and problem-solving sessions.
- Reduce recurring incidents through proactive monitoring and continuous improvement initiatives.

## Client Engagement & Stakeholder Management

- Serve as a trusted technical advisor to client stakeholders and business users.
- Regularly interact with client contacts to understand operational challenges and support needs.
- Provide status updates on incidents, defects, enhancements, and service requests.
- Communicate complex technical issues in a business-friendly manner.
- Recommend practical Salesforce solutions that improve user adoption and business outcomes.
- Facilitate discussions with client teams to identify process improvement and automation opportunities.
- Build strong relationships with key business and IT stakeholders through responsive support and technical expertise.

## Global Team Collaboration

- Lead technical teams operating across USA, Europe, and India delivery centers.
- Coordinate work efforts across multiple time zones using a follow-the-sun support model.
- Mentor Salesforce developers, administrators, and support analysts.
- Promote knowledge sharing and technical capability development across the global team.
- Support resource planning and workload balancing to ensure effective service delivery.

## AI-Driven Support & Innovation

- Identify opportunities to leverage AI and automation to improve AMS operations.
- Help implement and adopt Salesforce Agentforce, Einstein AI, Data Cloud, and Copilot-based capabilities where appropriate. [GenAI Sale...use cases | PowerPoint], [DCX Gen AI Examples | PowerPoint]
- Evaluate opportunities for:
- Intelligent ticket triage
- Automated case categorization
- AI-assisted troubleshooting
- Knowledge article generation
- Predictive support analytics
- Automated health monitoring
- Self-service support solutions
- Drive continuous improvement initiatives focused on reducing support effort while improving user experience. Relevant internal materials reference AI-enabled AMS operations and Agentforce-supported ticket management capabilities.

# Required Qualifications

### Experience

- 8+ years of Salesforce experience with a strong focus on Sales Cloud.
- 3+ years leading Salesforce AMS or Production Support teams.
- Proven experience managing Incident, Defect, and Request Item portfolios.
- Experience supporting global enterprise Salesforce implementations.
- Strong client-facing experience with the ability to lead technical discussions and solution workshops.
- Experience working within offshore, nearshore, and onsite delivery models.

### Technical Skills

Strong expertise in:

- Salesforce Sales Cloud
- Lightning Experience
- Apex Development
- Lightning Web Components (LWC)
- Flows and Automation
- Integration Architecture (REST/SOAP APIs)
- Data Management & Security Model
- Reports & Dashboards
- DevOps and Release Management practices
- ServiceNow and Jira integration processes

### Client & Communication Skills

- Excellent verbal and written communication skills.
- Ability to communicate effectively with both technical and non-technical audiences.
- Comfortable leading client-facing status calls and issue resolution meetings.
- Ability to influence decisions through technical expertise and solution recommendations.
- Strong consultative problem-solving approach.

# Preferred Qualifications

### Certifications

- Salesforce Administrator
- Salesforce Sales Cloud Consultant
- Salesforce Platform Developer I
- Salesforce Platform Developer II
- Salesforce Application Architect (preferred)

### AI & Emerging Technology Experience

Experience with:

- Salesforce Agentforce
- Salesforce Einstein AI
- Salesforce Data Cloud
- Generative AI solutions
- AI-assisted support operations
- Intelligent knowledge management platforms
- Agentic support models and automated ticket resolution concepts referenced in recent Salesforce AMS AI initiatives. [GenAI Sale...use cases | PowerPoint], [DCX Gen AI Examples | PowerPoint]

Why Work With Us?
We believe in more than just jobs—we build careers. At Net2Source, we champion leadership at all levels, celebrate diverse perspectives, and empower you to make an impact. Think work-life balance, professional growth, and a collaborative culture where your ideas matter.
Our Commitment to Inclusion & Equity
Net2Source is an equal opportunity employer, dedicated to fostering a workplace where diverse talents and perspectives are valued. We make all employment decisions based on merit, ensuring a culture of respect, fairness, and opportunity for all, regardless of age, gender, ethnicity, disability, or other protected characteristics.
Awards & Recognition
• America's Most Honored Businesses (Top 10%)
• Fastest-Growing Staffing Firm by Staffing Industry Analysts
• INC 5000 List for Eight Consecutive Years
• Top 100 by Dallas Business Journal
• Spirit of Alliance Award by Agile1
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Best regards,
Juan Carlos Matus
Sr. Customer Sucess Manager