Introduction
At Gallagher, we help clients face risk with confidence because we believe that when businesses are protected, they’re free to grow, lead, and innovate. You’ll be backed by our digital ecosystem: a client-centric suite of consulting tools making it easier for you to meet your clients where they want to be met. Advanced data and analytics providing a comprehensive overview of the risk landscape is at your fingertips. Here, you’re not just improving clients' risk profiles, you’re building trust. You’ll find a culture grounded in teamwork, guided by integrity, and fueled by a shared commitment to do the right thing. We value curiosity, celebrate new ideas, and empower you to take ownership of your career while making a meaningful impact for the businesses we serve. If you’re ready to bring your unique perspective to a place where your work truly matters; think of Gallagher.
Overview
We are seeking an experienced and forward-looking Salesforce Technical Lead to help shape the future of Gallagher’s Salesforce platform. This role combines deep technical expertise, hands-on delivery leadership, AI-enabled innovation, and strong business partnership to increase productivity, improve user experience, and drive measurable value from the Salesforce ecosystem. You will develop and maintain a deep understanding of Gallagher’s Salesforce environment and business processes, with specialized focus on Salesforce Service Cloud, Service Cloud Voice (SCV), Sales Cloud, Genesys Cloud, automation, integrations, analytics, and emerging Salesforce AI capabilities. You will serve as a trusted advisor to business and technology stakeholders by translating business objectives into scalable, secure, and high-performing platform solutions. The ideal candidate will possess strong experience in contact center technologies, CTI integrations, solution architecture, and the ability to identify practical opportunities to leverage AI, automation, and intelligent workflows to improve delivery speed, operational efficiency, agent productivity, and overall platform value.
This position can be fully remote/virtual/work from home and you can be based anywhere in the US or Canada.
How you'll make an impact
Strategic Focus Areas:
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Advance Salesforce as a strategic business platform that improves productivity, enables better customer and employee experiences, and supports scalable growth.
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Identify and prioritize AI, automation, analytics, and intelligent workflow opportunities that reduce manual effort, improve delivery speed, and increase value from existing platform investments.
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Partner with business teams to understand strategic priorities, operational pain points, and adoption barriers, then translate those insights into practical Salesforce capabilities and measurable outcomes.
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Modernize service and contact center experiences through intelligent routing, guided workflows, knowledge integration, AI-supported agent assistance, and improved unified desktop experiences.
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Promote secure, scalable, and governed adoption of emerging Salesforce capabilities, including responsible use of AI and enterprise data.
Essential Duties and Responsibilities:
Lead Solution Architecture and Platform Modernization: Lead end-to-end design and implementation of Salesforce Sales Cloud, Service Cloud, and Service Cloud Voice solutions, transforming complex business requirements into scalable solution designs, technical design documents, and delivery-ready solution patterns that support business outcomes and long-term platform health.-
Genesys, SCV, and Contact Center Intelligence: Own the integration and optimization of Service Cloud Voice (SCV) and Genesys Cloud, designing intelligent IVR flows, call routing, unified agent desktop experiences, and AI-supported service capabilities such as call summarization, knowledge recommendations, guided actions, and next-best-action experiences where appropriate.
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Technical Development, Standards, and Developer Productivity: Drive the development of high-performance Apex, Lightning Web Components (LWC), integrations, and automation while enforcing coding standards, reusable design patterns, rigorous code reviews, automated testing, and AI-assisted development practices that improve delivery speed, quality, documentation, and maintainability.
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Business Partnership and Value Realization: Collaborate closely with business and technology stakeholders to understand business priorities, facilitate discovery, challenge assumptions, and translate opportunities into Salesforce capabilities that improve adoption, productivity, and measurable business value.
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AI-Enabled Productivity and Automation: Identify opportunities to leverage Salesforce AI, Agentforce, automation, analytics, and intelligent workflows to streamline repetitive work, improve business-user experience, enhance agent productivity, accelerate technical delivery, and reduce operational friction.
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Data, Integration, and AI Readiness: Define enterprise-level data models, integration designs, API strategies, and migration approaches that ensure seamless data flow, data integrity, security, and quality across Salesforce, Genesys, Enterprise Data Warehouse systems, and other enterprise platforms, with attention to data readiness for automation, analytics, and AI-enabled use cases.
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Platform Evaluation and Continuous Improvement: Evaluate and recommend Salesforce products, middleware, DevOps tools, AI-enabled capabilities, and third-party solutions that enhance the platform, reduce technical debt, improve supportability, and create sustainable business value.
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Communication, Delivery, and Adoption: Partner with Salesforce administrators, architects, product owners, business stakeholders, and cross-functional data teams in an Agile environment to balance declarative and programmatic solutions, communicate tradeoffs clearly, support business readiness, and ensure delivered capabilities are adopted and operationally sustainable.
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Responsible AI and Governance: Partner with architecture, security, compliance, data, and business stakeholders to ensure AI-enabled Salesforce capabilities are evaluated and implemented responsibly, securely, and in alignment with enterprise governance, privacy, and risk management standards.
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Technical Troubleshooting and Operational Excellence: Perform debugging, root cause analysis, and issue resolution for new and existing code, integrations, automation, and contact center capabilities, while identifying patterns that can be addressed through improved design, monitoring, automation, or platform standards.
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Agile Leadership and Continuous Improvement: Participate in and help improve Agile ceremonies, including sprint planning, stand-ups, backlog refinement, demos, and retrospectives, with a focus on delivery predictability, team learning, platform quality, and continuous improvement.
About You
Required:
- 10+ years of IT experience
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7+ years of progressive experience in the Salesforce ecosystem, with a significant portion in a technical lead or senior developer role in an enterprise-level environment (1500+ users)
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5+ years of working knowledge and proficiency in Apex, SOQL, SOSL.
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3+ years of hands-on experience with Salesforce Service Cloud Voice (SCV), including successful implementation and optimization of SCV in a production environment.
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2+ years of development experience with Lightning Web components (LWC), Aura Components, Visualforce
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Deep understanding and hands-on experience with Salesforce Service Cloud Voice architecture, including telephony integration (Genesys) and CTI connectors.
- System integration (REST API), including unit test code, and code validation against unit tests.
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Solid understanding of web technologies, such as HTTP, JavaScript, HTML, CSS.
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3+ years of experience in SDLC process, agile methodology, including Deployment/Packaging effectively using Metadata API, Change sets and Ant, change control and version management.
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SOQL and Salesforce Data Loader
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Proven strong experience with Sales Cloud and Service Cloud Administration and development building components in the effort to support core business processes.
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Advanced understanding of the Salesforce.com data model and how and when to create custom objects, junction objects, and other model items
- Demonstrated experience partnering with business stakeholders to translate business needs into scalable Salesforce solutions and measurable business outcomes.
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Experience identifying opportunities to improve productivity through automation, workflow optimization, analytics, reusable platform patterns, or AI-enabled capabilities.
Desired:
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Platform Developer PDI and PDII Certified
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Salesforce Service Cloud / Field Service Lightning Consultant Certified
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Experience with Genesys Cloud integration with Salesforce. Experience with Salesforce Industries (Vlocity) specifically related to OmniStudio.
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Experience with CI/CD tools and DevOps practices (Azure DevOps).
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Experience with Salesforce Einstein, Agentforce, Copilot-style productivity tools, AI-assisted development, intelligent automation, or emerging Salesforce AI capabilities.
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Familiarity with responsible AI principles, data governance, security, compliance, and enterprise risk considerations for AI-enabled platform capabilities.
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Experience enabling contact center transformation through AI-supported agent assistance, knowledge recommendations, call summarization, intelligent routing, or next-best-action capabilities.
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Compensation and benefits
At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.
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Competitive compensation
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Comprehensive benefits programs designed to support your well-being
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Career development opportunities and ongoing learning
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A collaborative, people-first culture with accessible leadership
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The opportunity to do meaningful work with global reach and local impact
At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles.
Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)
