Engagement Lead

Description

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 & Stakeholder Leadership

• Serve as the primary client-facing lead for contact center engagements, building trusted relationships with customer service, operations, IT, and executive stakeholders
• Lead discovery and assessment sessions to understand current-state contact center operations, customer journeys, and performance metrics
• Align client business objectives with contact center strategies enabled by Salesforce and integrated contact center platforms

Contact Center Program & Delivery Oversight

• Lead end-to-end contact center engagements, including strategy, design, implementation, and optimization
• Oversee delivery of Salesforce-enabled contact center solutions, including Service Cloud, Omni-Channel, Digital Engagement, CTI integrations, Knowledge, and Experience Cloud
• Partner with Salesforce Architects, Contact Center SMEs, and delivery teams to ensure solutions align with business requirements and best practices
• Manage engagement scope, timelines, budgets, risks, and dependencies

Customer Experience & Operational Excellence

• Design and oversee improvements to customer journeys, agent workflows, case management, and service processes
• Ensure contact center solutions support key KPIs such as First Contact Resolution (FCR), Average Handle Time (AHT), CSAT, and agent productivity
• Drive alignment between contact center operations, workforce management, and Salesforce data and reporting

Governance & Quality Assurance

• Establish engagement governance, including status reporting, steering committees, and escalation paths
• Ensure quality delivery through adherence to Salesforce, contact center, and security/compliance standards
• Proactively identify and mitigate risks related to integrations, data, change management, and operational readiness

Change Management & Adoption

• Lead change management efforts to support agent, supervisor, and leadership adoption of new contact center capabilities
• Partner with training teams to support agent enablement, supervisor dashboards, and operational readiness
• Ensure smooth transitions from implementation to steady-state operations

Commercial & Growth Support

• Identify opportunities to expand contact center capabilities through Salesforce innovation (e.g., AI, automation, analytics)
• Support account growth through solution shaping, estimates, and engagement planning
• Collaborate with sales and account teams on proposals, renewals, and long-term contact center roadmaps

Requirements

Required Experience:

• 7+ years of experience leading client-facing contact center or customer service engagements
• Strong understanding of contact center operations, customer service processes, and performance metrics
• Hands-on experience delivering solutions leveraging Salesforce Service Cloud or Salesforce-enabled contact center platforms
• Proven ability to manage complex, cross-functional delivery teams and executive stakeholders
• Experience with Agile, Scrum, or hybrid delivery methodologies

Preferred Qualifications

• Experience with Salesforce Service Cloud, Omni-Channel, Digital Engagement, Knowledge, or Experience Cloud
• Familiarity with contact center technologies such as CTI, IVR, WFM, QA, and CRM integrations
• Salesforce certifications (Administrator, Service Cloud Consultant, or related credentials)
• Consulting or professional services experience

Core Competencies

• Contact center strategy and engagement leadership
• Salesforce-enabled service delivery
• Customer experience and operational optimization
• Executive communication and facilitation
• Risk, issue, and dependency management

Success Measures

• Improved custom