Salesforce Requirements Lead

Salesforce Requirements Lead (Service & Experience Cloud)

We are supporting a government-linked organisation undergoing a large-scale CRM transformation and are looking for a Salesforce Delivery Lead / Requirements Lead with deep, hands-on Salesforce experience.

This role requires someone who has run Salesforce projects end to end and can translate process designs directly into Salesforce build-ready requirements. Salesforce is the core platform at the end client, and candidates will be expected to go into detailed functional and delivery discussions.

Key Responsibilities

• Lead end-to-end Salesforce requirements and delivery across Service Cloud and Experience Cloud
• Convert TO-BE process designs into:
• Salesforce functional requirements
• User stories and acceptance criteria
• Configuration-ready specifications
• Lead and facilitate Salesforce-focused workshops with business and operational teams
• Define and document:
• Case management models
• Entitlements, SLAs, escalation rules
• Queues, routing, automation, and workflows
• Customer / partner portal journeys
• Work closely with Salesforce developers, admins, and testers to drive delivery
• Own UAT planning, execution, and business sign-off
• Clearly articulate delivery approach, methodology, and tools used on Salesforce programmes

Required Experience (Non-Negotiable)

• Strong, hands-on Salesforce experience with evidence of running Salesforce projects
• Recent experience on Salesforce Service Cloud (mandatory)
• Proven ability to own Salesforce requirements end to end
• Comfortable explaining Salesforce concepts, configuration logic, and delivery decisions
• Experience working in large, complex, or regulated organisations
• Confident communicator who can operate without prompting in senior discussions

Nice to Have

• Salesforce certifications (Admin, Service Cloud Consultant, etc.)
• Experience with Experience Cloud / portals
• Government or public-sector programme exposure
• Experience working with global SI teams

Work model & Location

• Location: Ras Al Khaimah (end clients office, consulting firm based on Yas Island)
• Hybrid model; 2-3 days a week onsite