Delivery Lead – CRM Solutions

Job Title: Delivery Lead – CRM Solutions Location: Bengaluru Department: IT / Business Applications Experience: 4-8 years Type: Full-time Role Summary: We are looking for a skilled and hands-on Delivery Lead to lead the implementation, enhancement, and day-to-day management of CRM systems. This role demands strong functional and technical knowledge of Salesforce, including configuration, Apex development understanding, Flows, and integration capabilities. The candidate will also manage vendor partners and ensure seamless integration with platforms like Ozontel (cloud telephony) and other business systems. Key Responsibilities:  Lead the end-to-end delivery of Salesforce Service Cloud (SFSC) projects.  Manage SFSC configurations including custom objects, Flows, Process Builders, Validation Rules, and basic Apex logic.  Work with development partners to review Apex Classes, Triggers, and custom components.  Drive and support API integrations across systems using tools like Postman for testing and debugging.  Collaborate with vendors such as Ozontel to manage telephony integrations.  Translate business requirements into detailed technical deliverables.  Coordinate UAT, deployment, and post-go-live support.  Ensure ongoing platform optimization based on user feedback and release updates. Required Skills:  6+ years of IT project or delivery management experience.  Minimum 1–2 years working on Salesforce Service Cloud.  Hands-on understanding of Salesforce configuration (Flows, Validation Rules, Page Layouts, etc.).  Basic knowledge of Apex Classes and Triggers.  Experience in managing or testing API integrations, using tools like Postman.  Understanding of telephony integration, preferably with Ozontel or similar platforms.  Ability to manage external vendors and development teams.  Excellent communication and stakeholder management skills. Preferred Qualifications:  Salesforce Admin and/or Service Cloud Consultant certification.  Experience with agile project delivery.  Familiarity with contact center operations and reporting tools.  Exposure to DevOps tools is a plus.