• Develop and maintain strong, collaborative relationships with Vice Presidents and leaders across Call Center and Implementation teams. • Act as the primary technical liaison, capturing business requirements and pain points from service teams and translating them into a clear, prioritized technical roadmap for service application enhancements. • Champion changes that serve the dual purpose of improving the customer experience and increasing the efficiency and effectiveness of our service representatives. • Lead the planning and prioritization of service application initiatives, ensuring alignment with overall company goals and product strategy. • Bring technical rigor to the customization and configuration of our service applications, with a strong focus on Salesforce best practices. • Oversee the architecture and governance of the Salesforce platform, ensuring scalability, maintainability, and adherence to security standards. • Define and enforce modern SDLC practices for the team responsible for service application development and customization, including robust testing, code reviews, deployment processes, and continuous integration/continuous delivery (CI/CD).