• Act as the primary technical escalation for Salesforce production issues (P1/P2). • Lead incident triage, troubleshooting, and root‑cause analysis. • Resolve complex issues across Apex, LWC, Flows, integrations, security, and data. • Partner with Systems, Integration, and Security teams on cross‑platform issues. • Support releases, hotfixes, and production changes. • Identify trends in support tickets and drive platform improvements. • Mentor developers and support engineers on best practices. • Perform Salesforce administration tasks including: Managing profiles, permission sets, roles, and sharing rules Supporting user access, troubleshooting permissions, and license usage

• Reviews the work of the Salesforce development team and provides oversight and quality control for activities related to the architecture, development, deployment, and maintenance of secure Salesforce solutions. • Ensures that design standards and user experience consistently align with the style and format of Government-operated systems. • Monitor and assess ongoing needs for interface updates or enhancements to maintain alignment with program objectives and remain responsive to evolving service requirements. • Works collaboratively with the Government and its third-party contractors to integrate web content with Salesforce solutions. • Develops and maintains the Salesforce Integration Plan, which outlines how the platform will be designed, secured, and maintained in accordance with defined specifications. • Creates and manages a disaster recovery plan and solution (e.g., Recovery Time Objective [RTO]) for the Salesforce environment to ensure business continuity and data integrity. • Lead and oversee multiple product teams responsible for developing, operating, and maintaining mission-critical systems and enterprise applications. • Define and drive the technology vision across architecture, development, testing, integration, deployment, and sustainment activities. • Ensure quality, timely delivery of all technical deliverables, including web development, code deployment, version control, build and release management, and requirements execution aligned with acceptance criteria. • Lead software and cloud workstreams supporting program architecture, including development and deployment of a restricted SSO authenticated website(s). • Develop and maintain enterprise dashboards and analytics solutions that provide real-time performance visibility to support risk management and executive decision-making. • Enforce configuration management and change control processes through participation in Configuration Management Boards (CMB) and other governance forums. • Ensure development activities align with cybersecurity standards, DevSecOps practices, and federal requirements, including implementation and continuous monitoring of NIST 800-53 controls and ATO support activities. • Maintain secure development and production environments to ensure compliance with security and regulatory standards. • Collaborate with cybersecurity teams to drive delivery and sustainment of secure, compliant software solutions. • Monitor system health and performance of program applications and lead troubleshooting and remediation efforts when issues arise. • Guide cross-functional teams through requirements gathering, solution design, development execution, integration, and deployment milestones. • Manage staffing, budgeting, resource allocation, and project prioritization in alignment with program objectives and contractual requirements. • Lead Agile planning events and collaborate with Government stakeholders to align development activities with evolving program goals. • Serve as a servant leader by removing impediments, mentoring technical staff, fostering collaboration, and promoting continuous improvement across teams. • Stay current on emerging technologies and industry trends to drive innovation and modernization initiatives. • Perform additional duties as assigned.

• Audit and clean Salesforce data (accounts, contacts, opportunities) • Identify and remove duplicates or inconsistent records • Standardize fields, naming conventions, and pipeline structure • Support post-merger CRM consolidation and cleanup • Create and configure Salesforce objects, fields, and workflows • Help define and implement Ideal Customer Profile (ICP) and segmentation • Support pipeline hygiene and reporting frameworks for sales leadership • Assist the GTM Ops lead with operational plans • Support revenue planning, reporting, and forecasting workflows • Prepare and maintain dashboards and operational reports • Improve CRM processes for accurate revenue data • Document CRM processes and SOPs • Enforce consistent usage standards across sales teams • Support ad-hoc RevOps and sales operations initiatives

Key Responsibilities Jira Ticket Ownership & Delivery - Own assigned Jira tickets from analysis and estimation through development, testing, and deployment - Troubleshoot production issues and deliver timely fixes - Identify enhancement opportunities from recurring support requests Hands-On Salesforce Development - Build and enhance Apex classes, triggers, test classes, and Lightning Web Components - Develop scalable, maintainable solutions aligned with Salesforce best practices - Support integration-related work (APIs, middleware coordination) with boundary systems BI, ERP etc. Advanced Salesforce Administration - Perform complex configuration: Flows, Permission Sets, Validation Rules, Page Layouts, Assignment Rules, Approval Processes - Manage data operations (data loads, cleansing, deduplication) - Maintain system security, user access, and metadata hygiene Process Excellence - Knowledge on Salesforce best practices and solution design - Contribute to continuous improvement of processes, documentation, and standards At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus. Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself. We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.