Sales force data cloud

Key Responsibilities

Data Cloud Platform Ownership

• Act as the primary Data Cloud SME and platform owner.
• Govern platform configuration, architecture, scalability, and operational processes.
• Establish Data Cloud governance standards and operational procedures.
• Drive continuous optimization of customer data models and activation strategies.
• Ensure platform reliability and business continuity.

L3 Production Support Leadership

• Serve as the highest technical escalation point for Data Cloud incidents.
• Lead diagnosis and resolution of Sev-1 and Sev-2 issues impacting customer data processes.
• Investigate:
• Data ingestion failures
• Identity resolution inconsistencies
• Segmentation issues
• Activation failures
• Data quality problems
• Drive root cause analysis and preventive remediation actions.
• Develop operational monitoring and support frameworks.

Customer Data Model Governance

• Own Customer 360 data modeling standards.
• Design and maintain:
• Data Model Objects (DMOs)
• Custom Data Models
• Data Relationships
• Business Rules
• Data Governance Standards
• Ensure consistency and quality across customer master data domains.

Identity Resolution & Unified Profiles

• Lead design and optimization of identity resolution strategies.
• Troubleshoot:
• Match rule issues
• Reconciliation issues
• Duplicate customer profiles
• Profile fragmentation problems
• Improve customer profile accuracy and completeness.

Data Ingestion & Integration Support

Support data onboarding and ingestion from multiple enterprise systems including:

• Salesforce Core Clouds
• SAP
• Contact Center Platforms
• Enterprise Data Lakes
• External Applications
• Middleware Platforms

Responsibilities include:

• Data stream monitoring
• Data pipeline troubleshooting
• Transformation validation
• Data reconciliation
• Error remediation

Segmentation & Activation Support

Own operational support for:

• Customer Segments
• Calculated Insights
• Activation Targets
• Marketing Data Consumption
• Customer Service Use Cases

Ensure data is correctly activated across downstream channels and business systems.

Data Quality & Governance

• Establish data quality monitoring processes.
• Identify and remediate:
• Missing customer data
• Data duplication
• Identity conflicts
• Synchronization failures
• Data integrity issues
• Define operational controls and governance standards.

Stakeholder Leadership

Partner with:

• CRM Teams
• Customer Service Teams
• Marketing Teams
• Enterprise Data Teams
• SAP Teams
• Analytics Teams

Translate business requirements into Data Cloud capabilities and platform enhancements.

Transition & Knowledge Takeover

• Lead Data Cloud transition activities from incumbent vendors.
• Assess existing implementation quality and technical debt.
• Review:
• Data Streams
• Data Models
• Identity Rules
• Calculated Insights
• Segment Logic
• Activations
• Build support documentation and runbooks.

Required Experience

Overall Experience

• 6-8 years of IT experience.
• Minimum 3 years working with Salesforce Data Cloud.
• Minimum 2 years supporting enterprise-scale Customer Data Platforms.
• Experience in Managed Services or Production Support environments.

Mandatory Salesforce Experience

Strong experience with:

• Salesforce Service Cloud
• Salesforce Platform
• Customer Data Architecture
• Data Governance
• Security Model
• Integration Frameworks

Candidate must understand how customer data is generated and consumed across Salesforce ecosystems.

Mandatory Data Cloud Expertise

Hands-on experience in:

Data Foundations

• Data Streams
• Data Lake Objects
• Data Model Objects
• Unified Individual
• Data Harmonization

Identity Resolution

• Matching Rules
• Reconciliation Rules