Director - Salesforce Service and Sales Cloud Solutions

Director - WTS_REF84568J_2025162489_Salesforce (Service & Sales Cloud)

Company Description

WNS (part of Capgemini) is a leading global Agentic AI-powered intelligent operations and transformation company that partners with 700+ clients across various industries. Founded in 1996 and publicly listed on the NYSE, WNS combines deep domain expertise with technology to provide business process management (BPM) solutions. 

Key Aspects of WNS:

• History: Originally formed as a captive for British Airways, it evolved into an independent BPO and later became a Capgemini company.

• Industry Verticals: Key industries served include Travel, Insurance, Banking and Financial Services, Manufacturing, Retail, and Healthcare. 

• Services: Offers industry-specific solutions, including finance and accounting, customer experience (CX), human resources, and procurement services.
• Focus: Utilizes AI/ML, analytics, and hyper-automation to drive digital transformation.
• Scale:

   As of June 30, 2025, it has 66,000+ employees operating from 64+ delivery centers in 13+ countries

WNS is headquartered in New York, London, and Mumbai.

Job Description

JOB PURPOSE AND ROLE:

The position is responsible for conceptualizing, designing and developing complex Salesforce solutions for large multi-tower implementation engagements. The person needs to be a specialist in Salesforce Service Cloud and Sales Cloud with good exposure to latest offerings like AgentForce and Industry Clouds

Job Description:

• Participate in analysis, architecture, design, and development of Salesforce based applications and productized solutions
• Provide team leadership and technical leadership to development / scrum teams
• Must be able to multi-task, work in a fast-paced environment and ability to resolve problems faced by team
• Develop and maintain custom Salesforce applications using Apex, Lightning Web Components (LWC), Visualforce, and other relevant technologies.
• Design and implement data models, security settings, and user interfaces within Salesforce.
• Deploy and manage Salesforce applications using change sets, Salesforce DX, or other deployment tools. Troubleshoot and resolve technical issues related to Salesforce applications.
• Collaborate with stakeholders to gather and document functional and technical requirements. Participate in agile development processes, including sprint planning, daily stand-ups, and retrospectives.
• Create and maintain technical documentation, including design documents, user manuals, and release notes. Provide technical support and training to stakeholders.
• Maintain proficiency by keeping up to date with Salesforce releases and new technologies.

Qualifications

Minimum Qualification:

• Over 17+ years in designing, developing and implementing software solutions
• At least 10 years of experience in Implementing Salesforce solutions

• Bachelor’s / Master’s Degree in Engineering / Information Technology
• Salesforce Certified Platform Developer I or II

Technical Skills

• Knowledge of Salesforce architecture and best practices
• Salesforce Application Technologies: Proficiency in Apex, LWC, SOSL, SOQL
• Salesforce Agentforce: Experience developing Agentforce packages (preferred, Einstein acceptable)
• Salesforce Clouds: Familiarity with building applications that support multiple clouds, including Sales Cloud, Service Cloud and Data Cloud
• Salesforce Data Model and Security Model: Strong understanding of the Salesforce data model and security model
• Integrations: Experience integrating Salesforce applications with REST APIs
• Deployment: Experience with Salesforce DX and proficiency in integrating DX into a deployment pipeline
• Web Development: Familiarity with JavaScript, HTML, and CSS
• Federated Identity: Familiarity with using SAML and/or OIDC integrations
• Good leadership skills and the ability to lead a team of software engineers technically
• Experience working in Agile Scrum teams

 

Additional Information

Other Skills

• Excellent problem-solving and analytical skills.
• Ability to work independently and as part of a team
• Strong attention to detail and a commitment to quality.
• History of collaborating across teams to achieve end-to-end results.
• Clear and effective communication skills, both verbal and written, especially when dealing with distributed teams.
• Ability to manage time effectively, make progress on multiple tasks, and meet project deadlines.
• Work Mode: 5 days (Hybrid)

Experience Level

Executive Level