Job Details:

KeyResponsibilities

1.Technical Service Ownership

· Own end-to-end SalesforceService Cloud platform for customer service operations

· Ensure high availability,performance, and scalability for high-volume telco workloads

· Lead incident, problem, andchange management with root cause analysis (RCA)

· Define and enforce SLA/SLO/SLImetrics

2.Solution Architecture & Design

· Define and govern Salesforcearchitecture aligned with enterprise standards

· Design scalable solutions for:

· Case management &omnichannel routing

· Complaint & escalationhandling

· Service request lifecycle

· Review and approve solutiondesign, technical specifications, and code quality

· Ensure best practices in datamodel design, security, and performance optimization

3.Integration with Telco Ecosystem (BSS/OSS)

· Lead integration betweenSalesforce and telco systems:

· Billing & chargingplatforms

· Order Management Systems (OMS)

· CRM/CDP systems

· Network provisioning &assurance systems

· Define integration patterns:

· Real-time APIs (REST/SOAP)

· Event-driven architecture(streaming, queues)

· Batch/data synchronization

· Ensure data consistency,latency optimization, and fault tolerance
DevOps& Release Management

· Establish and manage CI/CDpipelines for Salesforce deployments

· Oversee version control,environment strategy, and release governance

· Ensure automated testing, codereview, and deployment quality

Drive adoption of DevOps best practices

Manthra Software Services Pte. Ltd