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Ciena

At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination. Ciena is an Equal Opportunity Employer, including disability and protected veteran status. If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.

Portal & Service Cloud Technical Manager

Cloud EngineerCloud EngineerFull TimeRemoteLeadTeam 5,001-10,000Since 1985H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

3 days ago

Salary

0

Seniority

Lead

Bachelor Degree7 yrs expEnglishAzureCloudERPSOAPVisualforce

Job Description

Portal & Service Cloud Technical Manager

Ciena

• Lead the technical strategy, architecture, and implementation of Ciena's customer and partner portals, primarily built on Salesforce Experience Cloud. • Oversee the design, configuration, and enhancement of Salesforce Service Cloud, including case management, knowledge base, omni-channel, and field service capabilities. • Partner with Salesforce developers, administrators, and business analysts, providing technical guidance, mentorship, and performance feedback. • Collaborate closely with business stakeholders, product owners, and project managers to gather requirements, define solutions, and prioritize features. • Ensure the integration of portal and Service Cloud solutions with other enterprise systems (e.g., ERP, CRM, marketing automation) using various integration patterns (APIs, middleware). • Establish and enforce best practices for solution design, development, testing, deployment, and ongoing maintenance in a Salesforce environment. • Drive continuous improvement initiatives, including performance optimization, security enhancements, and adoption of new Salesforce features. • Manage vendor relationships for third-party tools and applications integrated with the Salesforce platform. • Develop and maintain technical documentation, including architecture diagrams, design specifications, and operational procedures. • Provide technical leadership and expertise in troubleshooting complex issues and ensuring system stability and reliability.

Job Requirements

  • Bachelor's degree in Computer Science, Information Technology, or a related field; Master's degree preferred.
  • 7+ years of experience in Salesforce development and administration, with at least 3 years in a technical leadership or management role.
  • Deep expertise in Salesforce Service Cloud and Salesforce Experience Cloud (formerly Community Cloud).
  • Strong understanding of Salesforce architecture, data models, security models, and development best practices (Apex, Visualforce, Lightning Web Components, Aura).
  • Proven experience with Salesforce integrations using REST/SOAP APIs, Platform Events, and middleware platforms.
  • Experience with release management tools and CI/CD pipelines for Salesforce (e.g., Azure DevOps, Copado, Gearset).
  • Salesforce certifications such as Salesforce Certified Administrator, Salesforce Certified Platform Developer I & II, Salesforce Certified Service Cloud Consultant, and/or Salesforce Certified Experience Cloud Consultant are highly desirable.
  • Excellent communication, interpersonal, and presentation skills with the ability to articulate complex technical concepts to both technical and non-technical audiences.
  • Strong analytical and problem-solving skills with a keen attention to detail.
  • Ability to manage multiple priorities in a fast-paced, dynamic environment.

Benefits

  • medical, dental, and vision plans
  • participation in 401(K) (USA) & DCPP (Canada) with company matching
  • Employee Stock Purchase Program (ESPP)
  • Employee Assistance Program (EAP)
  • company-paid holidays
  • paid sick leave
  • vacation time

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