GN-IC-Comms and Media-Digital Core-BSS & Digital Channels (Salesforce)-Manager

Job Description Template

Job Title - S&C GN Comms and Media | Manager- Digital Core (BSS & Digital Channels , Salesforce )

Management Level: Level 7-Manager

Location: Bangalore/ Gurgaon/Pune

Must have skills: Telecom Industry Expertise, Salesforce Platform experience

Good to have skills: Salesforce Agentforce, Comms Cloud, Sales Cloud, Service Cloud, Experience Cloud, CPQ, Media Cloud

Job Summary:
We are seeking a Salesforce Techno-Functional Executive to drive the delivery, adoption, optimization, and enhancement of Salesforce solutions across Sales, Service, Communications, Media, Agentic AI and other domains. This role involves leveraging Salesforce's capabilities, integrating technologies, and collaborating closely with clients and stakeholders to deliver impactful business transformations.

Roles & Responsibilities:

 Consulting & Strategy

• Collaborate with clients and market units to design and deliver tailored Salesforce solutions.
• Proven ability to lead strategic initiatives, design business processes, and propose innovative solutions.
• Contribute to strategy, consulting, and digital transformation initiatives, including proposal building, POV creation, GTM strategy, and asset development for Salesforce products.
• Lead business analysis, process design, and solution architecture for complex projects.

Project Delivery

• Drive end-to-end Salesforce project implementations, covering pre-implementation, discovery, design, development, and post-implementation phases in the capacity of various roles such as Project Manager, Product Owner, Scrum Masters, Delivery Lead, Engagement Lead, Change Lead.
• Facilitate workshops and deliver solutions using Salesforce capabilities like Sales Cloud, Service Cloud, Experience Cloud, Comms Cloud/Media Cloud (CPQ/EPC/CLM/OM), CRM Analytics (Tableau CRM) and Agentforce.
• Deliver management consulting projects for global clients, by independently leading a small to medium-sized teams to drive value creation across Green field, Brownfield Salesforce implementations for large enterprises, mid-market, and SMBs.

Salesforce Expertise

• Develop business requirements, user stories, and specifications while configuring Salesforce (triggers, process builders, flows).
• Recommend features, improvements, and best practices to optimize Salesforce usage and adoption.
• Experience in Salesforce value architecting, business case preparation, value realization is good to have.
• Experience in business case, Maturity Assessment Tool and Productivity models for Salesforce implementations.
• Experience in multi-cloud orchestration involving Salesforce, MuleSoft, Data Cloud, and Slack integrations.
• Understanding of Salesforce industry-specific solutions (e.g., Vlocity Industry Processes) and metadata-driven architecture.
• Familiarity with Einstein GPT / Copilot configuration, prompt engineering, and use of Salesforce AI Cloud.

Agile Delivery & Governance

• Apply agile methodologies (Scrum, SAFe, Kanban) and tools like JIRA, Confluence, and MS Project to deliver high-quality results.
• Manage delivery processes, ensure service quality, and support transformation initiatives with effective governance.
• Ability to scale delivery models across squads, pods, or hybrid agile organizations.

Stakeholder Engagement

• Engage mid- to senior-level stakeholders, drive solutioning discussions, lead client engagements such as workshops to gather requirements, obtain feedback, and manage delivery priorities as an exec.
• Drive and support implementation activities and serve as a liaison between business and internal cross-functional, cross-service line teams.
• Ability to manage global delivery models, coordinate across onshore/offshore teams, and drive alignment between IT and Business stakeholders.

Pre-Sales & Business Development

• Support in identifying and winning opportunities by developing relationships with Account Teams, sales Teams and Leadership.
• Lead proposals, business development efforts and coordinate with other colleagues to create consensus-driven deliverables, respond to RFPs, create proofs of concept, prepare cost estimates, and drive walkthroughs.
• Create Go-to-Market (GTM) strategies for market entry and expansion, including market assessments, opportunity sizing, target segment definition, channel strategy, and customer success planning.
• Experience conducting platform assessments and roadmap definition for Salesforce transformations.
• Ability to influence product vision, create reusable assets/frameworks, and drive capability maturity within the practice.

Qualifications & Skills

• Experience with Salesforce products (Sales Cloud, Service Cloud, Marketing Cloud, Experience Cloud, Comms Cloud, Agentforce etc.) and integration technologies.
• Certifications such as Salesforce Admin, Sales Cloud Consultant, Service Cloud Consultant, CPQ Specialist, Experience Cloud Consultant, AI associate, Agentforce specialist etc. are preferred.

• Expertise in CRM, Order Management, Billing, and related BSS modules.
• Strong project and program management skills, with experience in digital transformation and process improvement initiatives.
• Exceptional problem-solving, communication, and presentation skills.
• Experience in leading and driving Salesforce Centers of Excellence (CoEs) or capability development programs, knowledge of Salesforce COE frameworks, including governance, demand intake, capability roadmap, and release calendar planning.
• Experience in talent grooming, mentoring, and creating career pathways for Salesforce professionals across roles.
•  Understanding of AI ethics, trust layers, and data privacy considerations in AI-based CRM implementations.
• Cross-cultural competence and the ability to thrive in a dynamic, global environment.
• Knowledge of Telco platforms and experience in creating integration and application designs.
• Ability to manage diverse stakeholders, facilitate workshops, and deliver structured problem-solving approaches.

Your experience counts!

• MBA from a Tier 1 and Tier 2 school and Engineering from Tier 1 school or rich relevant industry experience.
• 8-12 years of experience in IT and 4-6 years of minimum experience as a Salesforce techno functional managerial role with extensive experience in Salesforce implementation and enhancements.
• Experience in strategy and business/technology consulting role conversant with process improvement, cost optimization, customer analytics and experience management, telecom technology architecture assessments.
• Knowledge of Agile Methodologies and experience of working with agile projects is a must have.
• Experience in value architecting, business case preparation, value realization is good to have.
• Experience in business case, Maturity Assessment Tool and Productivity models
• Strong business, data analytics skills, problem solving abilities, and experience in data migrations and/or data integration.
• Experience of working with Visio, Jira, Lucid chart, Rally or similar tools is preferred. DevOps and Release Management knowledge is preferred.
• Strong oral communication skills and Writing skills - experience of producing high caliber reports, papers, presentations and thought leadership.
• Telecom Experience: Strong telecom industry background experience and knowledge of BSS processes for B2C and B2B areas.
• Knowledge of telecom products across wireline, wireless and Enterprise domains
• Knowledge of Telco BSS/OSS stack, its various components, and interactions / flows.
• Propose solution options based on the analysis and recommend the option that is architecturally compliant and most feasible in terms of cost effectiveness, robustness, security, and maintainability across the architecture.

What’s in it for you?

• An opportunity to work on transformative projects with key G2000 clients
• Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
• Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.
• Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities.
• Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

About Accenture:

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com

About Accenture Strategy & Consulting:

Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers, and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our S&C Global Network (GN) – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our S&C Global Network (GN) teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. 

At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.