Salesforce Commercial Servicing & Onboarding Tech Lead

Key Responsibilities

Technical Leadership & Delivery

• Lead technical design and implementation of Salesforce Service Cloud and Experience Cloud solutions for Commercial onboarding and servicing workflows
• Own solution architecture, technical decision-making, and technical risk management for the delivery portfolio
• Perform design and code reviews to ensure quality, maintainability, scalability, and alignment with enterprise standards
• Drive hands-on development for complex features and technical challenges
• Lead proof-of-concept efforts and technical feasibility assessments for new capabilities
• Ensure adherence to Salesforce best practices, coding standards, and platform governance

Platform & Domain Expertise

• Build deep expertise in Commercial Banking onboarding and servicing business processes
• Design solutions leveraging Service Cloud capabilities including case management, omni-channel routing, knowledge management, and service console
• Design and deliver client-facing and employee-facing experiences using Experience Cloud (Communities)
• Support integration design and data synchronization with upstream and downstream enterprise systems
• Stay current with Salesforce platform releases, features, and emerging capabilities

Stakeholder & Cross-Functional Partnership

• Partner closely with business stakeholders, operations leaders, and product owners to align technology delivery with business outcomes
• Collaborate with enterprise architecture, data, security, and risk partners to ensure compliant, scalable solutions
• Communicate technical concepts clearly and effectively to non-technical audiences
• Manage technical dependencies and coordinate with integration, infrastructure, and vendor teams
• Build trust-based relationships across Commercial Banking, Technology, and Operations teams

Team Leadership & Talent Development

• Provide day-to-day technical leadership and mentorship to delivery squad engineers
• Lead engineering discussions, technical grooming, and delivery planning
• Foster collaboration, knowledge sharing, and continuous improvement within the squad
• Support onboarding and skills development for new team members
• Grow capability to lead a team over time

Innovation & Emerging Capabilities

• Partner with product and architecture teams to design solutions leveraging Salesforce AI capabilities (Agentforce, Data Cloud / Data 360)
• Demonstrate willingness to learn and enable emerging platform capabilities
• Identify opportunities to improve efficiency, user experience, and operational outcomes through platform innovation
• Support responsible AI adoption aligned with enterprise governance and Model Risk frameworks

Required Qualifications

• Bachelor's degree in Computer Science or equivalent practical experience
• 7+ years of overall IT experience
• 5+ years of hands-on Salesforce platform experience with strong emphasis on Service Cloud
• Proven ability to lead technical teams and drive engineering outcomes independently
• Strong technical design and architecture skills for complex Salesforce implementations
• Experience with Salesforce configuration and custom development including AI assisted build (Apex, Lightning Web Components, Flows, APIs)
• Experience with Agile delivery methodologies and full SDLC ownership
• Strong communication skills and ability to partner effectively with business and technical stakeholders
• Demonstrated ability to translate business requirements into scalable, maintainable technical solutions

Preferred Qualifications

• Salesforce certifications including:
  • Salesforce Certified Platform Developer I and/or II
  • Salesforce Certified Service Cloud Consultant
  • Salesforce Certified Administrator
  • Salesforce AI-related certifications (e.g., AI Specialist, Einstein Analytics)
• Experience with Salesforce Experience Cloud (Communities) design and implementation
• Experience supporting Financial Services or Commercial Banking platforms
• Knowledge of Salesforce AI capabilities (Agentforce, Data Cloud, Einstein AI) with willingness to learn and enable
• Experience with integration platforms, APIs, and enterprise data architecture
• Familiarity with DevOps tools and release management practices (CI/CD, version control, deployment automation)
• Prior mentorship, coaching, or informal team leadership experience

Why Join KeyBank

• Build a critical Salesforce capability supporting Commercial Banking operations
• Establish yourself as a technical domain expert and trusted partner to the business
• Shape technical direction and standards for a high-impact delivery portfolio
• Grow your leadership skills with a path to team leadership
• Work with emerging Salesforce AI and automation capabilities
• Contribute to reducing contractor dependency and building sustainable internal capability