Associate Director – Salesforce Service Cloud Squad Lead

Job Description

Associate Director, Salesforce Service Cloud Squad Lead

The Opportunity

• Based in Hyderabad - INDIA, join a global healthcare biopharma company and be part of a 130- year legacy of success backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.

• Be part of an organisation driven by digital technology and data-backed approaches that support a diversified portfolio of prescription medicines, vaccines, and animal health products.

• Drive innovation and execution excellence. Be a part of a team with passion for using data, analytics, and insights to drive decision-making, and which creates custom software, allowing us to tackle some of the world's greatest health threats.

Our Technology Centres focus on creating a space where teams can come together to deliver business solutions that save and improve lives. An integral part of our company’s IT operating model, Tech Centres are globally distributed locations where each IT division has employees to enable our digital transformation journey and drive business outcomes. These locations, in addition to the other sites, are essential to supporting our business and strategy.

A focused group of leaders in each Tech Center helps to ensure we can manage and improve each location, from investing in growth, success, and well-being of our people, to making sure colleagues from each IT division feel a sense of belonging to managing critical emergencies. And together, we must leverage the strength of our team to collaborate globally to optimize connections and share best practices across the Tech Centres.

Role Overview

As a Salesforce Service Cloud squad lead you need to oversee the implementation and optimization of Salesforce Service Cloud projects. Need to collaborate with stakeholders to gather requirements, design scalable solutions, and ensure quality delivery. The role involves technical oversight, team mentorship, and maintaining system performance and security. Additionally, you need to stay updated with Salesforce advancements to guide best practices. This position is crucial for aligning Salesforce solutions and implementations with business objectives.

Primary Responsibilities

• Project Leadership and Strategic Planning: Lead end-to-end Salesforce Service Cloud implementation projects delivery and ensuring alignment with business goals. Need to engage on global engineering delivery strategic planning for optimization and gaining more value realization.

• Stakeholder Collaboration: Work closely with stakeholders to gather and analyze business requirements, translating them into effective solutions.

• Solution Design and Innovation: Design and implement scalable Salesforce solutions that suite best aligns to the needs of the organization. Need to some technical PoC and prototyping for sustaining critical business requirement.

• Technical Oversight and Delivery Management: Oversee the configuration, customization, and integration of Salesforce Service Cloud application to ensure flawless delivery on-time.

• Team Mentorship and Collaboration: Provide technical leadership and mentorship to junior team members, fostering a collaborative and learning-oriented environment.  Collaborate with cross-functional teams, including developers, product managers, and business analysts.

• Quality Assurance: Ensure the quality and timely delivery of Salesforce projects through rigorous testing and validation.

• Documentation and Knowledge Base Repository: Create and maintain comprehensive technical documentation, including design specifications, SoP and deployment guides along with knowledge articles.

• Performance Monitoring: Monitor system performance and implement improvements to optimize efficiency and user experience. May need to performance optimization based on need.

• Compliance and Security Management: Ensure the security and compliance of Salesforce Service Cloud implementations, addressing any vulnerabilities and probable threat to mitigate in solutioning phase as well as implementation phase.

• Continuous Improvement and Optimization: Stay updated with the latest Salesforce updates and features, providing guidance on best practices and new functionalities and capabilities. Should be able to demonstrate positive mindset in terms of delivery optimization and automation.

Education Requirement:

• Bachelor’s degree in computer science / information systems or equivalent technical field from a recognized University or Institute.

Required Experience and Skills:

• 15+ years of relevant experience IT Implementation and managing large scale project delivery.

• 5+ years of experience in managing delivery team of Salesforce ecosystem, preferably with a focus on Salesforce Service Cloud, and proven track record of successful salesforce implementation, integration over API, configurations & Customization.

• Prior experience working effectively within a global team, taking strategic direction from leadership and considering inputs from team members.

• Proven track record of leading and managing Salesforce projects from inception to completion.

• Extensive experience with Salesforce eco-system, particularly with Service Cloud implementations across industry.

• Proficiency in Salesforce Service Cloud, Salesforce Apex, Visualforce, Lightning components, LWC, LWR, AURA, security , flow and other Salesforce technologies are preferable.

• Having knowledge on UI / UX is preferable.

• Strong background in Salesforce configuration, customization, and integration over API including Service cloud specific Case Management, Knowledge Management, Email Management and Service console are highly needed.

• Pharma domain experience is nice to have.

• Salesforce certification is also preferable / nice to have.

• Experience in mentoring and leading technical teams.

• Should have strong understanding and working experience in Agile methodology. 

• Demonstrated ability to work with stakeholders to gather requirements and deliver solutions on-time.

• Should proficient enough to manage multi-vendor environment.

• Strong analytical and problem-solving abilities to design effective solutions.

• Excellent verbal and written communication skills for effective collaboration with team members and stakeholders

• Ability to manage project timelines, resources, and deliverables.

• Ability to stay updated with the latest Salesforce features and best practices.

Who we are

We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.

#HYDIT2025

Current Employees apply HERE

Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully 
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.  No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. 

Employee Status:

Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Required Skills:

Data Engineering, Data Visualization, Design Applications, Software Configurations, Software Development, Software Development Life Cycle (SDLC), Solution Architecture, System Designs, Systems Integration, Testing

Preferred Skills:

Job Posting End Date:

05/15/2025

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.