Ciena
Portal & Service Cloud Technical Manager
Remote-US
Sponsorship not specifiedDetected 5 days ago
AzureCI/CDDevOpsRESTProduct ManagementSalesforceCRMERPLeadershipCommunicationProblem SolvingMentoring
About the role
- This role involves managing a team, collaborating with stakeholders, and ensuring the delivery of robust, scalable, and user-friendly solutions.
- Ensure the integration of portal and Service Cloud solutions with other enterprise systems (e.g., ERP, CRM, marketing automation) using various integration patterns (APIs, middleware).
- Provide technical leadership and expertise in troubleshooting complex issues and ensuring system stability and reliability.
Responsibilities
- Partner with Salesforce developers, administrators, and business analysts, providing technical guidance, mentorship, and performance feedback.
- Collaborate closely with business stakeholders, product owners, and project managers to gather requirements, define solutions, and prioritize features.
- Establish and enforce best practices for solution design, development, testing, deployment, and ongoing maintenance in a Salesforce environment.
- Drive continuous improvement initiatives, including performance optimization, security enhancements, and adoption of new Salesforce features.
- Develop and maintain technical documentation, including architecture diagrams, design specifications, and operational procedures.
- Lead the technical strategy, architecture, and implementation of Ciena's customer and partner portals, primarily built on Salesforce Experience Cloud.
- Oversee the design, configuration, and enhancement of Salesforce Service Cloud, including case management, knowledge base, omni-channel, and field service capabilities.
- Manage vendor relationships for third-party tools and applications integrated with the Salesforce platform.
Requirements
- 7+ years of experience in Salesforce development and administration, with at least 3 years in a technical leadership or management role.
- Proven experience with Salesforce integrations using REST/SOAP APIs, Platform Events, and middleware platforms.
- Experience with release management tools and CI/CD pipelines for Salesforce (e.g., Azure DevOps, Copado, Gearset).
- Excellent communication, interpersonal, and presentation skills with the ability to articulate complex technical concepts to both technical and non-technical audiences.
- Bachelor's degree in Computer Science, Information Technology, or a related field; Master's degree preferred.
- Strong understanding of Salesforce architecture, data models, security models, and development best practices (Apex, Visualforce, Lightning Web Components, Aura).
Nice to have
- Bachelor's degree in Computer Science, Information Technology, or a related field
- Master's degree preferred.
Skills
- Deep expertise in Salesforce Service Cloud and Salesforce Experience Cloud (formerly Community Cloud).
- Strong analytical and problem-solving skills with a keen attention to detail.
Compensation
- Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.
This listing is sourced directly from Ciena's careers page and normalized into a canonical job model.