NCS

At NCS, we believe in advancing communities through technology and innovation. As part of our Digital Engineering practice, we partner with public and private sector clients across Asia Pacific to design and deliver transformative customer and citizen experiences. Our Salesforce team is at the forefront of delivering cloud-first, experience-led CRM solutions to accelerate digital transformation for our clients.

We are looking for a passionate and experienced Salesforce Competency Lead / Delivery Lead who will lead the successful delivery of Salesforce CRM initiatives, build delivery excellence, and scale technical capabilities across the region.

About the Role

As the Salesforce Competency Lead / Delivery Lead, you will play a pivotal role in both strategic delivery leadership and practice competency development. This role is ideal for someone with deep Salesforce technical expertise, strong delivery experience, and a desire to influence the growth of our Salesforce capabilities across sectors such as public service, telco, financial services, and healthcare.

You will:

• Drive successful end-to-end delivery of Salesforce programs across CRM, Sales Cloud, and Service Cloud.
• Be the technical and delivery authority, guiding architectural decisions, implementation best practices, and stakeholder engagement.
• Develop the internal Salesforce competency, including mentoring, knowledge-sharing, asset creation, and pre-sales support.

Key Responsibilities

1. Delivery Leadership

• Serve as the overall delivery owner for Salesforce projects, ensuring successful scope management, timeline, quality, and client satisfaction.
• Lead the technical design and implementation of Salesforce solutions, including integrations, data models, automation (flows, Apex), and configurations.
• Engage directly with business and IT stakeholders to align requirements to scalable Salesforce architecture.
• Own the delivery of Sales Cloud and Service Cloud solutions, including customer service transformation initiatives (e.g., case management, omni-channel, Agent Workspace).
• Monitor project health through regular status reviews, retrospectives, risk assessments, and proactive escalation handling.

2. Technical Competency Development

• Provide technical leadership and mentoring for Salesforce developers, consultants, and architects within the practice.
• Develop and maintain reusable templates, accelerators, and best practices that improve consistency and speed of delivery.
• Lead internal capability uplift, including skills development plans, training sessions, and certification roadmaps.
• Champion the evaluation and adoption of emerging Salesforce innovations such as Einstein AI, Flow Orchestration, Slack integration, and Agentforce.

3. Pre-Sales and Advisory Support

• Collaborate with sales and bid teams to provide technical advisory and solution shaping for Salesforce opportunities.
• Prepare and review technical proposals, solution architectures, estimation models, and RFP responses.
• Present value propositions and technical strategies to clients during pre-sales engagements.
• Participate in client workshops and discovery sessions to define solution blueprints and transformation roadmaps.

4. Stakeholder Engagement

• Build strong relationships with internal business leaders, external clients, and technology partners (Salesforce, ISVs).
• Act as a trusted advisor to clients by translating business needs into technology-enabled solutions.
• Lead client governance meetings and provide progress visibility to key stakeholders across business and technology functions.

The successful candidate should possess:

• Minimum 8+ years of experience in Salesforce CRM implementation with at least 3 full-cycle projects involving Sales Cloud, Service Cloud, or Experience Cloud.
• Proven experience as a Delivery Lead, Solution Architect, or Technical Lead in complex Salesforce programs.
• Strong understanding of:
  • Salesforce core platform (Lightning, Flow, Apex, LWC)
  • CRM Data Models and Security
  • Integration patterns (REST/SOAP APIs, middleware like Mulesoft or Boomi)
  • DevOps for Salesforce (CI/CD tools, Sandbox management)
• Hands-on experience with Agentforce or similar Salesforce contact center solutions is highly desirable.
• Salesforce certifications such as:
  • Salesforce Certified Application Architect
  • Sales Cloud Consultant
  • Service Cloud Consultant
  • System/Technical Architect (bonus)
• Excellent communication, stakeholder management, and problem-solving skills.
• Experience in both agile and waterfall delivery models.
• Comfortable leading cross-functional, including offshore development models.