Salesforce CCM- Customer Contact Management

1. Oversee the work by third-party development teams on the end-to-end Salesforce solution delivery for a Customer Contact Management (CCM) workstream. This work will include Salesforce Marketing Cloud, Salesforce Energy and Utilities Cloud, Salesforce Data Cloud/Data 360, and associated Salesforce products.

2. Oversee the design, configuration, customization, and integration of Salesforce applications to meet business requirements. This will be done in conjunction with both NiSource and third-party teams.

3. Guide unit, SIT, UAT, regression, and performance testing for Salesforce components, ensuring test cases and results are documented in tools such as Jira and qTest.

4. Coordinate with vendors and third-party service providers to ensure timely delivery and integration of Salesforce solutions (including but not limited to installation and configuration activities).

5. Assist in managing deployment, cutover, and hyper care activities, including knowledge transfer to and mentoring of NiSource operational teams and managed service providers.

6. Ensure Salesforce security roles, access models, and compliance requirements are designed, implemented, and tested in alignment with NiSource policies and per industry-standard Salesforce practices.

7. Drive adherence to Salesforce-standard DevSecOps practices including automated CI/CD pipelines, code scanning, unit test coverage, and static/dynamic security analysis for Salesforce code and configurations.

8. Facilitate communication and collaboration across workstreams to ensure Salesforce solutions integrate effectively (for example, with identity and access management systems).

9. Support change management, training, and adoption activities related to Salesforce solutions in partnership with people enablement teams.

10. Establish industry-standard Salesforce monitoring (including but not limited to the oversight of errors, performance degradation, abnormal use, etc.).

11. Participate in program governance, status reporting, risk management, and issue resolution related to Salesforce delivery.

Required:

1. Currently authorized to work in the United States via citizenship or .

2. Minimum 7 years of experience in Salesforce solution delivery, including design, configuration, development, and integration activities.

3. Proven experience with Salesforce implementations in complex, multi-vendor enterprise environments.

4. Strong knowledge of Salesforce Sales Cloud, Marketing Cloud, Service Cloud, Salesforce Data Cloud/Data 360, Lightning Platform, Apex development, and related Salesforce products.

5. Experience with integration technologies including MuleSoft, RESTful APIs, and middleware platforms.

6. Familiarity with DevSecOps tools and practices, including CI/CD pipelines, automated testing frameworks, and code quality tools.

7. Solid understanding of Salesforce security models, role-based access control, and related compliance requirements.

8. Experience with Salesforce testing activities including unit testing, SIT, UAT, regression, and performance testing.

9. Strong communication and organizational skills with the ability to coordinate across team boundaries.

10. Experience with Jira, qTest, other Agile project management and test management tools, or similar technical stacks.

Preferred:

1. Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field.

2. Salesforce certifications such as Certified Administrator, Platform Developer I/II, Sales Cloud Consultant, Technical Architect, etc.

3. Experience in utility or energy industry digital transformation programs.

4. Knowledge of the integration of non-Salesforce products with Salesforce (SAP, MuleSoft, API architectures, contact center solutions, etc.).

5. Experience with AI-powered Salesforce tools such as Einstein.

6. Understanding of regulatory and compliance requirements relevant to utilities and customer data privacy.

7. Experience with enterprise data migration and master data management in Salesforce environments.

8. Knowledge of people enablement and change management practices related to Salesforce adoption.