Mahindra & Mahindra—Lead-Infotech (CDMS)

Job description

Description: Job Description: Salesforce Technical Architect Digital Customer & Dealer Experience | Tractor Manufacturing / Automotive Sector Position Summary The Salesforce Technical Architect will lead the design, architecture, and delivery of the Salesforce platform to drive the digital transformation of customer and dealer interactions across India for a leading tractor manufacturing or automotive organisation. This role owns the end-to-end technical architecture across Salesforce Sales Cloud, Service Cloud, Agentforce, and Data Cloud (Data 360), while ensuring seamless integration with the existing CRM and Dealer Management Systems (DMS). The architect is responsible for scalable, secure, and reliable digital operations, focusing on dealer experience and customer satisfaction through advanced Salesforce, CRM, and DMS solutions. Key Responsibilities • Define and own the end-to-end Salesforce technical architecture across Sales Cloud, Service Cloud, Agentforce, Data Cloud (Data 360), and Experience Cloud to support pan-India dealer networks. • Lead the design, implementation, and optimisation of Salesforce solutions and integrate them with the existing CRM and Dealer Management Systems (DMS). • Architect Sales Cloud capabilities (lead-to-order, opportunity, quoting, forecasting, and dealer sales processes) to strengthen dealer and customer sales journeys. • Design Service Cloud solutions (case management, Omni-Channel routing, Field Service, and CTI/telephony) to elevate after-sales and dealer support experience. • Implement Agentforce AI agents and Einstein / Generative AI capabilities to automate customer and dealer interactions and improve productivity. • Architect Data Cloud (Data 360) to unify customer and dealer data, building unified profiles, segmentation, and real-time activation across channels. • Oversee at least one full-scale DMS implementation and its integration with Salesforce, ensuring end-to-end delivery and post-launch support. • Manage data flows, integrations (REST/SOAP APIs, MuleSoft/middleware, and event-driven patterns), and technical architecture across Salesforce and non Salesforce DMS platforms to enable smooth information exchange and system reliability. • Establish best practices, governance, and design standards for data management, security, and compliance (e.g., GDPR / DPDP) within Salesforce, CRM, and DMS platforms. • Collaborate with sales and dealer teams to enhance digital engagement, resolve technical issues, and drive Salesforce adoption. • Monitor system performance, gather feedback, and recommend improvements to enhance dealer and customer experience. Qualifications & Experience • Bachelor’s degree in IT, Computer Science, or related field; Master’s preferred. • Minimum 12 years’ experience in digital, CRM, and DMS within tractor manufacturing or automotive companies, with a recent focus on Salesforce architecture. • Proven experience as a Salesforce Technical Architect delivering large-scale, multi-cloud Salesforce programmes. • Hands-on expertise across Salesforce Sales Cloud, Service Cloud, Agentforce, and Data Cloud (Data 360). • Strong Salesforce development background: Apex, Lightning Web Components (LWC), Flows, SOQL, and Salesforce APIs. • Demonstrated expertise in DMS implementation, data management, and integrations. • Experience integrating Salesforce with non-Salesforce DMS and enterprise systems using MuleSoft or similar middleware. • Strong understanding of technical architecture and digital delivery methodologies. • Experience supporting dealer networks across India, with proven problem solving skills. Certifications • Salesforce Certified Technical Architect (CTA) – strongly preferred. • Salesforce Certified Application Architect and System Architect. • Preferred Industries Computers, Software Software Industry IT Hardware / NTW Software Services Education Qualification - Bachelor’s degree in IT, Computer Science, Business, or related field; Master’s preferred. General Experience - Minimum 12 years’ experience in digital CRM, and DMS within tractor manufacturing or automotive companies. - Demonstrated expertise in DMS implementation, data management, and integrations. - Strong understanding of technical architecture and digital delivery methodologies. - Experience supporting dealer networks across India, with proven problem-solving skills. Critical Experience - Technical proficiency in CRM and DMS platforms. - Ability to manage complex integrations and deliver scalable solutions. - Excellent communication and stakeholder management skills. - Analytical approach to data and performance metrics. - Commitment to providing outstanding digital experiences for dealers and customers. Our commitment to Diversity, Equity, and Inclusion At Mahindra and Mahindra Limited, we believe that diversity drives innovation, and inclusion is at the heart of everything we do. We are committed to cultivating a workplace where every individual feels valued, respected, and empowered to thrive. We are proud to be an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to age, caste, race, religion, color, ethnic origin, gender identity, nationality, physical or mental disability, medical condition, sexual orientation, educational background, marital or domestic partnership status, pregnancy or childbirth, veteran status, citizenship status, ancestry, financial status, or any other personal characteristic protected by applicable law. We actively encourage candidates from all backgrounds to apply and bring their unique perspectives to our teams. We are committed to ensuring an accessible and inclusive experience for all applicants. Together, we rise by embracing differences and building a future that reflects the communities we serve. System Generated Core Skills Customer Relationship Management (CRM) Relationship Management Dealer Management Customer Orientation Enterprise Resource Planning (ERP) Resource Management Project Delivery Program Delivery Management Business Design Business Solution Visualization Tools Project Management Risk Analysis Benchmarking Customer Interaction Management (CIM) Clinical Data Management Database Management System (DBMS) Cataloging Call Centre Management Customer Segmentation Marketing Solution Architecture Software Development Project Planning & Execution Business Analysis Documentation Quality Management System (QMS) Training & Development Stakeholder Management