📍 Job Overview

Job Title: Senior Manager, Salesforce Service Cloud Technical Architect
Company: MSD
Location: IND - Telangana - Hyderabad (HITEC City)
Job Type: Hybrid
Category: Technical Architect, Web Infrastructure
Date Posted: 2025-07-02
Experience Level: 10+ years

🚀 Role Summary

Technical Leadership: Lead the design, development, and maintenance of scalable Salesforce Service Cloud solutions, ensuring high-quality delivery and optimal user experiences.
Cross-Functional Collaboration: Work closely with product managers and business partners to understand requirements and deliver solutions that meet business needs.
Technical Expertise: Demonstrate strong hands-on experience in Salesforce technologies, including Apex, Visualforce, Lightning Web Components, and integrations.
Mentoring & Knowledge Sharing: Provide technical support, troubleshooting, and mentoring to team members, fostering a culture of continuous learning and improvement.

📝 Enhancement Note: This role requires a balance of technical depth and breadth, with a focus on Salesforce Service Cloud capabilities and a strong understanding of the broader Salesforce ecosystem.

💻 Primary Responsibilities

Solution Design: Design and develop scalable Salesforce Service Cloud solutions that meet business requirements, following best practices and design patterns.
Implementation & Customization: Lead the implementation of Salesforce Service Cloud projects, ensuring high-quality delivery and customizing solutions using Apex, Visualforce, and Lightning components.
Integration: Integrate Salesforce with other systems and third-party applications over API, ensuring seamless data flow and optimal performance.
Technical Support & Troubleshooting: Provide technical support and troubleshooting for Salesforce Service Cloud issues, demonstrating the ability to resolve critical and major issues as needed.
Performance Optimization & Security Management: Monitor and optimize the performance of Salesforce Service Cloud implementations, ensuring security and compliance with relevant standards and regulations.
Documentation & Knowledge Management: Create and maintain technical documentation, including design specifications, user guides, and diagrams representing end-to-end architecture.
Continuous Learning & Innovation: Stay updated with the latest Salesforce features and advancements, applying this knowledge to improve solutions and drive innovation.

📝 Enhancement Note: This role requires a strong focus on problem-solving, with the ability to design effective solutions and optimize user experiences across the Salesforce Service Cloud platform.

🎓 Skills & Qualifications

Education: Bachelor’s degree in computer science, information systems, or a related technical field from a recognized university or institute.

Experience: 10+ years of relevant experience in IT implementation and managing large-scale project delivery, with 5+ years focused on Salesforce Service Cloud and proven track record of successful implementations.

Required Skills:

Extensive experience with Salesforce ecosystem, data architecture, design patterns, and security architecture, with hands-on experience in Service Cloud implementations across industries.
Strong hands-on experience in Salesforce Service Cloud, Apex, Visualforce, LWC, Flow, Aura, Lightning components development, LWR, and other Salesforce technologies.
Knowledge of UI/UX design principles and best practices.
Experience in mentoring and leading technical teams.
Strong analytical and problem-solving abilities to design effective solutions.
Good verbal and written communication skills for effective collaboration with team members and stakeholders.
Ability to lead on major PoC or prototype build, sustaining critical IT demands.
Ability to stay updated with the latest Salesforce features and best practices.
Salesforce Service Cloud certification is preferable.

Preferred Skills:

Experience in the pharma domain.
Knowledge of TypeScript and JavaScript.
Familiarity with omnichannel, web-to-case, email-to-case, visual remote assistance, Salesforce agent force, Salesforce Einstein, and Service cloud voice capabilities.

📝 Enhancement Note: Candidates with a strong background in Salesforce Service Cloud and relevant industry experience will be well-positioned to succeed in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A comprehensive portfolio showcasing your Salesforce Service Cloud projects, including case studies demonstrating your ability to design, develop, and maintain scalable solutions.
Live demos of your projects, highlighting user experiences and technical implementations.
Examples of your technical documentation, including design specifications, user guides, and architecture diagrams.

Technical Documentation:

Code quality, commenting, and documentation standards, demonstrating your attention to detail and commitment to best practices.
Version control, deployment processes, and server configuration experience, showcasing your ability to manage projects effectively.
Testing methodologies, performance metrics, and optimization techniques, highlighting your focus on quality and performance.

📝 Enhancement Note: A strong portfolio will demonstrate your ability to lead projects, collaborate with stakeholders, and deliver high-quality solutions that meet business needs.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Hyderabad, India, is typically between ₹2,500,000 and ₹3,500,000 per annum, depending on experience and qualifications. This estimate is based on market research and regional adjustments for web development and server administration roles.

Benefits:

Competitive health, dental, and vision insurance plans.
Retirement savings plans, including a 401(k) match.
Employee stock purchase plan.
Generous time-off policies, including vacation, sick leave, and holidays.
Tuition assistance and professional development opportunities.
Employee discounts and wellness programs.

Working Hours: This role follows a standard workweek of 40 hours, with flexible hours and remote work options available.

📝 Enhancement Note: The salary range and benefits package are competitive and reflect the importance of this role within the organization.

🎯 Team & Company Context

🏢 Company Culture

Industry: MSD operates in the pharmaceutical industry, with a focus on developing and delivering innovative health solutions and advancing the prevention and treatment of diseases worldwide.

Company Size: MSD is a large, global organization with a significant presence in the pharmaceutical industry, employing over 100,000 people worldwide. This size offers opportunities for career growth and development within the company.

Founded: MSD was founded in 1891 and has a long history of innovation and success in the pharmaceutical industry.

Team Structure:

The Salesforce team at MSD consists of experienced professionals with a range of expertise, including solution architects, developers, and administrators.
The team is organized into specialized groups, with each member contributing to the overall success of the organization's digital transformation journey.
The team works closely with business partners and stakeholders to understand requirements and deliver solutions that meet business needs.

Development Methodology:

MSD follows Agile methodologies for software development, with a focus on iterative development, continuous improvement, and collaboration.
The team uses tools such as Jira and Confluence to manage projects, track progress, and facilitate communication.
MSD emphasizes code reviews, testing, and quality assurance practices to ensure the delivery of high-quality solutions.

Company Website: https://www.msd.com/

📝 Enhancement Note: MSD's company culture emphasizes innovation, collaboration, and a commitment to improving the lives of patients worldwide. This culture provides an ideal environment for web technology professionals seeking to grow and make a meaningful impact.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a senior-level position, requiring a high degree of technical expertise, leadership, and strategic decision-making. The role offers opportunities for career growth and development within the organization.

Reporting Structure: The Senior Manager, Salesforce Service Cloud Technical Architect, reports directly to the Head of Salesforce Service Cloud and works closely with business partners, product managers, and other technical team members.

Technical Impact: This role has a significant impact on the organization's digital transformation journey, with responsibility for designing, developing, and maintaining critical Salesforce Service Cloud solutions that support business operations and improve user experiences.

Growth Opportunities:

Technical Leadership: Opportunities for growth into technical leadership roles, driving the organization's digital transformation strategy and mentoring other technical team members.
Architecture & Design: Opportunities to specialize in architecture and design, focusing on the development of scalable, high-performance solutions that meet business needs.
Emerging Technologies: Opportunities to explore emerging technologies and drive innovation within the organization's Salesforce ecosystem.

📝 Enhancement Note: This role offers a clear path for career progression, with opportunities for technical leadership, architecture specialization, and exposure to emerging technologies.

🌐 Work Environment

Office Type: MSD's Hyderabad office is a modern, collaborative workspace designed to foster innovation and creativity. The office features open-plan workspaces, meeting rooms, and breakout areas, with a focus on employee well-being and productivity.

Office Location(s): MSD's Hyderabad office is located in the HITEC City area, with easy access to public transportation and amenities. The office is designed to be accessible and inclusive, with features such as ramps, elevators, and accessible restrooms.

Workspace Context:

The Salesforce team at MSD works in a collaborative, agile environment, with a focus on cross-functional collaboration and knowledge sharing.
The team uses modern development tools, multiple monitors, and testing devices to ensure high-quality solutions and optimal user experiences.
The team interacts regularly with designers, marketers, and other stakeholders to ensure that solutions meet business needs and align with the organization's brand and user experience standards.

Work Schedule: The work schedule for this role is flexible, with a focus on delivering projects on time and meeting business needs. The team works closely together to manage priorities, allocate resources, and ensure that projects are delivered successfully.

📝 Enhancement Note: MSD's work environment is designed to be collaborative, inclusive, and supportive of employee well-being and productivity. The flexible work schedule and focus on work-life balance make it an ideal place for web technology professionals seeking to grow and succeed.

📄 Application & Technical Interview Process

Interview Process:

Technical Assessment: A hands-on technical assessment, focusing on Salesforce Service Cloud capabilities, Apex development, and integration experience. The assessment may include coding challenges, system design discussions, and architecture review.
Behavioral Interview: A behavioral interview to assess communication skills, problem-solving abilities, and cultural fit. The interview may include questions about leadership, mentoring, and stakeholder management.
Final Evaluation: A final evaluation, focusing on the candidate's overall fit for the role, technical expertise, and potential for growth within the organization.

Portfolio Review Tips:

Highlight your Salesforce Service Cloud projects, demonstrating your ability to design, develop, and maintain scalable solutions.
Include case studies that showcase your understanding of business requirements, user experiences, and technical implementations.
Prepare live demos of your projects, highlighting user experiences and responsive design principles.
Include technical documentation, such as design specifications, user guides, and architecture diagrams, to demonstrate your attention to detail and commitment to best practices.

Technical Challenge Preparation:

Brush up on your Salesforce Service Cloud capabilities, including omnichannel, web-to-case, email-to-case, visual remote assistance, Salesforce agent force, Salesforce Einstein, and Service cloud voice.
Familiarize yourself with the latest Salesforce features and best practices, demonstrating your commitment to continuous learning and improvement.
Prepare for coding challenges and architecture review questions, focusing on your ability to design effective solutions and optimize user experiences.

ATS Keywords: [Comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category: programming languages, web frameworks, server technologies, databases, tools, methodologies, soft skills, industry terms]

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical expertise, problem-solving abilities, and cultural fit. By preparing thoroughly and demonstrating your commitment to continuous learning and improvement, you will be well-positioned to succeed in the interview process.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies:

Salesforce Lightning Web Components
Salesforce Aura Components
Salesforce Visualforce Pages
HTML, CSS, and JavaScript
Responsive design principles and best practices

Backend & Server Technologies:

Salesforce Apex
Salesforce Service Cloud
Salesforce Sales Cloud
Salesforce Marketing Cloud
Salesforce Integration Cloud
Salesforce Experience Cloud
Salesforce Platform Events and Process Builder
Salesforce Flow and Automation

Development & DevOps Tools:

Salesforce Developer Console
Salesforce Workbench
Salesforce Data Loader
Salesforce Salesforce CLI
Salesforce VS Code Extension Pack
Salesforce Git Integration
Salesforce CI/CD pipelines and deployment strategies
Salesforce SalesforceDX

📝 Enhancement Note: MSD's technology stack is focused on Salesforce, with a strong emphasis on Apex development, integration, and customization. Familiarity with the latest Salesforce features and best practices is essential for success in this role.

👥 Team Culture & Values

Web Development Values:

Innovation: MSD values innovation and encourages team members to explore new ideas, tools, and technologies to drive business success.
Collaboration: MSD emphasizes collaboration and cross-functional teamwork, with a focus on knowledge sharing and continuous learning.
Quality: MSD is committed to delivering high-quality solutions that meet business needs and exceed customer expectations.
Customer Focus: MSD prioritizes the needs of its customers, with a focus on improving user experiences and driving business value.
Integrity: MSD values integrity and expects team members to act with honesty, fairness, and respect in all their interactions.

Collaboration Style:

Cross-Functional Integration: The Salesforce team at MSD works closely with designers, marketers, and other stakeholders to ensure that solutions meet business needs and align with the organization's brand and user experience standards.
Code Review Culture: MSD emphasizes code reviews, with a focus on quality, performance, and security.
Peer Programming: MSD encourages peer programming and knowledge sharing, with a focus on continuous learning and improvement.

📝 Enhancement Note: MSD's web development culture is focused on innovation, collaboration, and quality. By embracing these values and working closely with stakeholders, you can make a significant impact on the organization's digital transformation journey.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Scalability: Designing and developing scalable Salesforce Service Cloud solutions that meet business needs and support the organization's growth.
Integration: Integrating Salesforce with other systems and third-party applications, ensuring seamless data flow and optimal performance.
Performance Optimization: Monitoring and optimizing the performance of Salesforce Service Cloud implementations, ensuring security and compliance with relevant standards and regulations.
Emerging Technologies: Staying updated with the latest Salesforce features and best practices, and exploring emerging technologies to drive innovation within the organization's Salesforce ecosystem.

Learning & Development Opportunities:

Technical Skill Development: Opportunities to develop and enhance your technical skills through training, workshops, and hands-on experience.
Conference Attendance: Opportunities to attend industry conferences, meet with other Salesforce professionals, and learn about the latest trends and best practices.
Mentoring & Leadership: Opportunities to mentor other technical team members, drive innovation, and develop your leadership skills.

📝 Enhancement Note: This role offers a range of technical challenges and learning opportunities, with a focus on driving innovation and improvement within the organization's Salesforce ecosystem.

💡 Interview Preparation

Technical Questions:

Salesforce Service Cloud: Questions about Salesforce Service Cloud capabilities, including omnichannel, web-to-case, email-to-case, visual remote assistance, Salesforce agent force, Salesforce Einstein, and Service cloud voice.
Apex Development: Questions about Apex development, including coding challenges, architecture review, and performance optimization.
Integration & Customization: Questions about integrating Salesforce with other systems and third-party applications, and customizing solutions using Apex, Visualforce, and Lightning components.

Company & Culture Questions:

Company Culture: Questions about MSD's company culture, values, and commitment to innovation, collaboration, and quality.
Team Dynamics: Questions about the Salesforce team's dynamics, cross-functional collaboration, and knowledge sharing.
Stakeholder Management: Questions about managing stakeholders, driving business value, and improving user experiences.

Portfolio Presentation Strategy:

Live Demos: Prepare live demos of your Salesforce Service Cloud projects, highlighting user experiences and responsive design principles.
Case Studies: Include case studies that showcase your understanding of business requirements, user experiences, and technical implementations.
Technical Documentation: Include technical documentation, such as design specifications, user guides, and architecture diagrams, to demonstrate your attention to detail and commitment to best practices.

📝 Enhancement Note: By preparing thoroughly and demonstrating your commitment to continuous learning and improvement, you can make a strong impression in the interview process and increase your chances of success.

📌 Application Steps

To apply for this Senior Manager, Salesforce Service Cloud Technical Architect position at MSD:

Tailor Your Resume: Customize your resume to highlight your Salesforce Service Cloud experience, technical skills, and leadership abilities. Include relevant keywords and examples of your work to demonstrate your fit for the role.
Prepare Your Portfolio: Curate a portfolio of your Salesforce Service Cloud projects, including live demos, case studies, and technical documentation. Highlight your ability to design, develop, and maintain scalable solutions that meet business needs.
Research the Company: Learn about MSD's company culture, values, and commitment to innovation, collaboration, and quality. Prepare questions to ask during the interview process to demonstrate your interest in the role and the organization.
Practice Technical Interview Questions: Familiarize yourself with the latest Salesforce features and best practices, and practice technical interview questions to prepare for the assessment and architecture review.
Prepare for Behavioral Interview Questions: Reflect on your leadership, mentoring, and stakeholder management experiences, and prepare for behavioral interview questions that assess your communication skills, problem-solving abilities, and cultural fit.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Senior Manager, Salesforce Service Cloud Technical Architect