Engagement Lead

We are seeking an Engagement Lead to play a critical role in driving the success of multiple Salesforce engagements—particularly in the contact center and service domains. This role blends consultative leadership, strategic partnership, and hands-on solution delivery. You will act as a trusted advisor to clients, guide delivery teams to high-quality outcomes, and ensure engagements meet or exceed expectations in scope, quality, budget, and timeline. The ideal candidate thrives at the intersection of business strategy and technology execution with strong Salesforce experience, exceptional communication skills, and the ability to manage multiple priorities in a dynamic consulting environment.

KEY RESPONSIBILITIES:

Client & Engagement Leadership

• Own overall engagement success and client satisfaction for multiple Salesforce

initiatives.

• Build trusted relationships with business and IT stakeholders, acting as a strategic

advisor and escalation point.

• Facilitate roadmap discussions, MVP planning, and delivery trade-offs to align business

goals with platform realities.

• Proactively identify risks, gaps, or dependencies and communicate them to project

leadership and stakeholders.

• Ensure engagements are delivered on time, on budget, and to high standards of quality.

Solution Strategy & Delivery Oversight

• Partner with Solution Architects and Technical Leads to shape solution approaches and

ensure alignment with best practices.

• Oversee requirements gathering, design, and configuration activities—supporting

documentation and knowledge transfer as needed.

• Guide the team in making thoughtful decisions between configuration, customization,

and integration approaches.

• Support UAT, go-live, and post-release activities to ensure solution adoption and

measurable business outcomes.

Team Collaboration & Mentorship

• Collaborate closely with Product Owners, BAs, Architects, and Developers across

multiple agile delivery teams.

• Mentor consultants and junior team members, fostering growth in client engagement

and delivery excellence.

• Contribute to internal best practices and knowledge-sharing initiatives across the

organization.

Sales & Account Growth

• Support Sales and Account Management teams in scoping, estimating, and identifying

new opportunities within existing accounts.

• Help create referenceable customers through outstanding delivery and relationship

management.

Required Experience:

• 5+ years of experience in Salesforce consulting, delivery management, or client

engagement roles.

• Proven track record leading multiple concurrent engagements in a consulting or

professional services environment.

• Strong experience with Salesforce Service Cloud and/or contact center solutions (e.g.,

SCV, Omni-Channel, Digital Engagement).

• Hands-on understanding of Salesforce configuration, data model, and low-code

capabilities.

• Experience collaborating with both business and technical stakeholders to define

business requirements and solution designs.

• Familiarity with agile methodologies and practices.

Desired Skills & Competencies

• Salesforce certifications (e.g., Admin, Service Cloud Consultant, Business Analyst)

preferred.

• Experience with telephony integrations and middleware tools (e.g., MuleSoft) is a plus.

• Strong facilitation, presentation, and active listening skills.

• Exceptional written and verbal communication skills.

• Ability to prioritize and manage multiple workstreams in a fast-paced environment.

• Analytical and structured problem-solving approach, with the ability to translate

ambiguity into clear next steps.

Success Indicators

• Consistently high client satisfaction.

• On-time, high-quality delivery with minimal escalations.

• Strong internal feedback on leadership, communication, and strategic guidance.

• Growth of existing accounts through trusted relationships and delivery excellence.