Salesforce Life Sciences Cloud Technical LeadRole OverviewWe are seeking an experienced Salesforce Life Sciences Cloud Technical Lead to lead the ongoing enhancement, production support, and platform evolution of a Medical Contact Center.
The client is modernizing its Medical Contact Center from Salesforce Service Cloud to Salesforce Life Sciences Cloud with a separate implementation vendor. After Release 1 go-live, TCS will take over future releases, L2/L3 support, platform governance, technical leadership, and continuous improvement for this platform.
The ideal candidate will combine strong Salesforce platform expertise, hands-on Life Sciences Cloud or Healthcare Cloud experience, support leadership, release management discipline, and the ability to operate effectively in a regulated pharmaceutical environment.
This position requires onsite work in Indianapolis, IN on a weekly basis (in-office Tuesday-Thursday). Key Responsibilities- Platform Ownership & Technical LeadershipServe as the overall Technical Lead for the Salesforce Life Sciences Cloud Medical Contact Center platform.
- Act as the primary technical point of contact for client stakeholders, business users, product owners, implementation vendor, and delivery teams
- Establish technical governance, solution design standards, coding best practices, and platform operating procedures
- Review and approve solution designs, technical specifications, configuration changes, and development approaches.
- Drive platform scalability, performance optimization, maintainability, security, and compliance alignment.
- Provide technical guidance and mentorship to Salesforce developers, administrators, support engineers, and QA teams.
- L2 / L3 Production Support Leadership
- Lead end-to-end application support operations for Salesforce Life Sciences Cloud.
- Manage incident, problem, service request, defect, and change resolution processes.
- Own root cause analysis for critical and recurring production issues and drive preventive actions.
- Coordinate major incident response, defect triage, impact assessment, and risk mitigation.
- Release & Enhancement Management
- Own delivery of post Release 1 enhancements, future releases, and Salesforce platform upgrades.
- Partner with business and IT stakeholders to convert requirements into scalable, compliant technical solutions.
- Lead sprint planning, release planning, deployment readiness, production cutover, and hypercare support.
- Coordinate across onsite and offshore teams for development, testing, defect remediation, and deployment.
- Establish DevOps, version control, CI/CD, environment management, and deployment governance practices
- Salesforce Life Sciences Cloud Solution Leadership
- Lead support and enhancement of Medical Contact Center capabilities, including:
- Medical inquiry and case management
- Omnichannel contact center operations
- HCP, patient, and caregiver interactions
- Knowledge management and medical response content workflows
- Adverse event and product quality complaint integration touchpoints
- Medical information request processing and fulfillment
- Role-based access, security, and audit readiness
- Integration & Enterprise Architecture Oversight
- Oversee integrations between Salesforce and enterprise systems such as Veeva, MDM, medical information systems, contact center tools, middleware, data lake, data warehouse, and ERP platforms.
- Lead troubleshooting of complex integration, data synchronization, API, and batch processing issues.
- Ensure data integrity, security, privacy, and compliance across connected systems.
- Partner with enterprise architecture, integration, data, and infrastructure teams for cross-platform issue resolution.
- Stakeholder, Vendor & Transition Management
- Lead knowledge transition from the Release 1 implementation vendor.
- Own transition planning, reverse KT, documentation review, support readiness, and operational acceptance.
- Partner with Medical Affairs, IT, contact center operations, compliance, QA, and business stakeholders.
- Facilitate governance meetings, service reviews, release updates, and executive-ready status reporting.
- Provide recommendations for platform roadmap, simplification, automation, and continuous improvement.
- Compliance & Quality Expectations
- Operate within a regulated pharmaceutical environment with strong adherence to change management, validation, privacy, and security controls.
- Support audit readiness, documentation, traceability, and evidence collection for application changes and production support actions.
- Ensure alignment with applicable GxP, HIPAA, FDA, data privacy, and internal quality management expectations.
- Promote defect prevention, release quality, automated regression practices, and support knowledge documentation.
Required Qualifications- Experience
- 10+ years of IT experience with 6+ years of Salesforce platform experience.
- 2+ years of experience with Salesforce Life Sciences Cloud, Healthcare Cloud, or pharma-focused Salesforce solutions.
- Proven experience leading Salesforce production support, enhancement, and release management engagements.
- Experience supporting customer service, medical information, medical affairs, or contact center platforms
- Experience working with pharmaceutical or life sciences clients in a regulated delivery model.
- Experience managing onsite-offshore teams and coordinating with multiple vendors.
- Must have permanent US work authorization
- Ability to work onsite in Indianapolis, IN weekly
- Salesforce Technical Skills
- Salesforce Life Sciences Cloud / Healthcare Cloud
- Salesforce Service Cloud
- Apex, Lightning Web Components, Visualforce
- Salesforce Flows and OmniStudio
- Service Console, Omni-Channel, Knowledge, Case Management
- Platform Events, REST/SOAP APIs, integration patterns
- Salesforce security model, sharing, profiles, permission sets
- Data model design, data migration, and data quality controls
- DevOps, CI/CD, Git, deployment tools, environment management
- Integration & Tools Experienc
- MuleSoft or equivalent middleware platforms
- Veeva and life sciences enterprise ecosystem integrations
- Informatica or other data integration tools
- Monitoring, logging, ticketing, and ITSM tools such as ServiceNow, Jira, or Azure DevOps
- Salesforce deployment tools such as Copado, Gearset, Salesforce CLI, or equivalent
- Domain Knowledge
- Medical Information and Medical Affairs operating models
- Medical inquiry intake, triage, response, fulfillment, and closure processes
- Adverse Event and Product Quality Complaint identification and handoff workflows
- HCP, patient, caregiver, and contact center interaction models
- Pharmaceutical compliance, validation, audit, and privacy expectations
- Preferred Certifications
- Salesforce Certified Administrator
- Salesforce Certified Platform Developer I / II
- Salesforce Certified Service Cloud Consultant
- Salesforce Certified Application Architect or System Architect
- Salesforce Integration Architect, Data Architect, or Sharing and Visibility Architect
- Salesforce Life Sciences Cloud or Healthcare-related accreditation, where available
- Leadership Competencies
- Strong client-facing communication and executive stakeholder management
- Production support ownership with calm, structured incident leadership
- Ability to lead ambiguous transition scenarios and stabilize operations after go-live
- Strong analytical thinking, RCA discipline, and problem-solving mindset
- Team leadership, mentoring, estimation, planning, and delivery accountability
- Ability to balance speed, quality, compliance, and business continuity
