Associate Director – Contact Center Senior Principal Salesforce

Overview

Accountable for the end-to-end delivery, governance, transformation, and operational performance of PepsiCo’s Contact Canters in Salesforce supporting both Consumer and Commercial across markets. Demonstrated ability to assume increasing levels of responsibility as additional countries and markets are integrated into the contact center project portfolio.

Acts as the key technology interface between C&C business leadership, S&T, technology teams, global markets, end users, and strategic SI/vendor partners, translating business priorities into scalable technology solutions and measurable business outcomes.

Provides leadership across transformation initiatives, market implementations, enhancements, integrations, releases, and BAU operations, ensuring delivery excellence, platform stability, scalability, and continuous improvement.

Responsibilities

• Own end-to-end delivery of Salesforce Contact Center related initiatives, from demand/discovery through solution delivery, deployment, stabilization, and BAU.
• Translate both Consumer and Commercial Experience business priorities into scalable Salesforce capabilities and technology delivery plans.
• Demonstrated ability to assume increasing levels of responsibility as additional countries and markets are integrated into the contact center project portfolio.
• Provide leadership for platform evolution, solution delivery, integrations, releases, performance, scalability, security, and technical excellence.
• Lead delivery governance covering priorities, scope, risks, dependencies, resources, financials, quality, timelines, and executive reporting.
• Partner with C&C, S&T, technology, and market stakeholders to drive alignment, decisions, and successful delivery in a complex matrixed environment.
• Lead strategic SI and vendor partners, ensuring delivery accountability, capacity, quality, performance, and adherence to agreed commitments.
• Ensure operational stability and service excellence across the Salesforce Service Cloud platform while balancing BAU requirements with transformation priorities.
• Lead cross-functional Agile teams and ensure effective planning, backlog management, testing, deployment, release management, and delivery execution.
• Drive continuous improvement, automation, AI, and Salesforce innovation to enhance Consumer and Commercial Experience capabilities and business value.

Qualifications

Required

Qualifications & Experience:

• Bachelor’s Degree in Information Technology, Computer Science, MIS, Business, or similar field.
• Overall 15+ years of experience and 10+ years of experience in technology delivery, digital transformation, CRM, Salesforce, or related enterprise technology functions.
• Atleast 8 -10 years of experience with Salesforce platform which includes prior experience customizing Salesforce using apex classes/triggers, LWCs, Lightning as well as Integration technologies (such as REST APIs).
• Strong experience in Salesforce Service Cloud, CG cloud, and other products from Salesforce.
• Proven experience leading complex, cross-functional and global technology initiatives within highly matrixed organizations.
• Strong experience in Agile delivery, technology governance, SI/vendor management, platform lifecycle management, and executive stakeholder engagement.
• Demonstrated ability to lead through influence, manage complex trade-offs, resolve risks and dependencies, and drive business outcomes.
• Ability to manage a team of 4-5 resources offshore.
• Strong strategic thinking, communication, stakeholder management, problem-solving, and delivery leadership capabilities.
• Salesforce Agentforce expertise and experience with Salesforce to AWS integration knowledge preferred.

Preferred

• Active Salesforce Certifications