Portal & Service Cloud Technical Manager

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🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

☁️ Cloud Engineer

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Ciena

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1985

📡 Telecommunications

🔧 Hardware

💰 Series C on 1995-12

Telecommunications • Hardware • Networking

Ciena is a global leader in optical and routing systems, services, and automation software. We build the world’s most adaptive networks to address ever-increasing digital demands for richer, more connected experiences for all users. For three-plus decades, we’ve brought our innate sense of humanity to our relentless pursuit of innovation.

📋 Description

• 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. • 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. • 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). • 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. • Manage vendor relationships for third-party tools and applications integrated with the Salesforce platform. • Develop and maintain technical documentation, including architecture diagrams, design specifications, and operational procedures. • Provide technical leadership and expertise in troubleshooting complex issues and ensuring system stability and reliability.

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field; Master's degree preferred. • 7+ years of experience in Salesforce development and administration, with at least 3 years in a technical leadership or management role. • Deep expertise in Salesforce Service Cloud and Salesforce Experience Cloud (formerly Community Cloud). • Strong understanding of Salesforce architecture, data models, security models, and development best practices (Apex, Visualforce, Lightning Web Components, Aura). • 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). • Salesforce certifications such as Salesforce Certified Administrator, Salesforce Certified Platform Developer I & II, Salesforce Certified Service Cloud Consultant, and/or Salesforce Certified Experience Cloud Consultant are highly desirable. • Excellent communication, interpersonal, and presentation skills with the ability to articulate complex technical concepts to both technical and non-technical audiences. • Strong analytical and problem-solving skills with a keen attention to detail. • Ability to manage multiple priorities in a fast-paced, dynamic environment.

🏖️ Benefits

• medical, dental, and vision plans • participation in 401(K) (USA) & DCPP (Canada) with company matching • Employee Stock Purchase Program (ESPP) • Employee Assistance Program (EAP) • company-paid holidays • paid sick leave • vacation time