Senior Consultant - Capability Owner
Date:
Feb 10, 2026
Location:
Hyderabad, IN
Requisition ID:
19930
Description:
Role Purpose
Own the end-to-end delivery, adoption, and value of Salesforce for Global Operations, ensuring the platform drives operational efficiency, trusted data, and measurable business outcomes while aligning with enterprise priorities and AI governance.
Key Responsibilities
- Own the Salesforce roadmap and backlog prioritization across the client’s Customer care teams.
- Act as the decision authority for Customer care Salesforce design, configuration, and customization tradeoffs.
- Define and enforce platform standards, data models, and automation guardrails.
- Govern adoption and use of Salesforce AI capabilities (Einstein, bots, agents) in line with Operational and Enterprise AI governance.
- Ensure Salesforce data quality and readiness for reporting, analytics, and AI use cases.
- Coordinate integrations with enterprise systems and data platforms to enable end-to- end operational workflows.
- Lead release planning, UAT, and change management for smooth delivery of updates.
- Evaluate features, licenses, and third-party add-ons, and hold vendors and partners accountable for delivery outcomes.
Required Skills & Experience
- Salesforce expertise: Strong hands-on experience with Service Cloud, Salesforce AI (Einstein, bots, agents), knowledge of data model design, automation (flows, process builder, Apex).
- Product & Capability Ownership: Proven track record in owning enterprise platforms or applications with measurable business outcomes.
- Integration Knowledge: Experience integrating Salesforce with enterprise systems, data platforms, or cloud services.
- Governance & Compliance: Understanding of platform standards, data governance, and AI governance principles.
- Stakeholder Management: Ability to influence senior business and technical stakeholders and balance competing priorities.
- Delivery & Change Management: Experience leading releases, UAT, and adoption initiatives across global or offshore teams.
- Analytical & Problem-Solving Skills: Ability to interpret metrics, identify bottlenecks, and drive continuous improvement.
Desirable Skills
- Salesforce certifications (Administrator, Platform App Builder, Service Cloud Consultant, or equivalent).
- Experience managing vendors or implementation partners.
- Familiarity with global operations or contact center workflows.
- Exposure to enterprise AI or analytics projects integrated with Salesforce.
Success Criteria
- Salesforce Global Operations roadmap delivers measurable business outcomes aligned to operational priorities.
- Platform is stable, scalable, and well-governed, with controlled customization and manageable technical debt.
- Salesforce data for operational needs is trusted, accurate, and fit for reporting, analytics, and AI use cases.
- Core workflows are adopted effectively, with minimal workarounds and measurable productivity gains.
- Changes and releases are predictable, with disciplined prioritization and strong vendor accountability.