Technical Architect (Life Sciences)

Salesforce Life Sciences Cloud Technical Lead

Role Overview

We are seeking an experienced Salesforce Life Sciences Cloud Technical Lead to lead the ongoing enhancement, production support, and platform evolution of a Medical Contact Center.

The client is modernizing its Medical Contact Center from Salesforce Service Cloud to Salesforce Life Sciences Cloud with a separate implementation vendor. After Release 1 go-live, TCS will take over future releases, L2/L3 support, platform governance, technical leadership, and continuous improvement for this platform.

The ideal candidate will combine strong Salesforce platform expertise, hands-on Life Sciences Cloud or Healthcare Cloud experience, support leadership, release management discipline, and the ability to operate effectively in a regulated pharmaceutical environment.

This position requires onsite work in Indianapolis, IN on a weekly basis (in-office Tuesday-Thursday).

Key Responsibilities

• Platform Ownership & Technical LeadershipServe as the overall Technical Lead for the Salesforce Life Sciences Cloud Medical Contact Center platform.

• Act as the primary technical point of contact for client stakeholders, business users, product owners, implementation vendor, and delivery teams

• Establish technical governance, solution design standards, coding best practices, and platform operating procedures

• Review and approve solution designs, technical specifications, configuration changes, and development approaches.

• Drive platform scalability, performance optimization, maintainability, security, and compliance alignment.

• Provide technical guidance and mentorship to Salesforce developers, administrators, support engineers, and QA teams.

• L2 / L3 Production Support Leadership

• Lead end-to-end application support operations for Salesforce Life Sciences Cloud.

• Manage incident, problem, service request, defect, and change resolution processes.

• Own root cause analysis for critical and recurring production issues and drive preventive actions.

• Coordinate major incident response, defect triage, impact assessment, and risk mitigation.

• Release & Enhancement Management

• Own delivery of post Release 1 enhancements, future releases, and Salesforce platform upgrades.

• Partner with business and IT stakeholders to convert requirements into scalable, compliant technical solutions.

• Lead sprint planning, release planning, deployment readiness, production cutover, and hypercare support.

• Coordinate across onsite and offshore teams for development, testing, defect remediation, and deployment.

• Establish DevOps, version control, CI/CD, environment management, and deployment governance practices

• Salesforce Life Sciences Cloud Solution Leadership

• Lead support and enhancement of Medical Contact Center capabilities, including:

• Medical inquiry and case management

• Omnichannel contact center operations

• HCP, patient, and caregiver interactions

• Knowledge management and medical response content workflows

• Adverse event and product quality complaint integration touchpoints

• Medical information request processing and fulfillment

• Role-based access, security, and audit readiness

• Integration & Enterprise Architecture Oversight

• Oversee integrations between Salesforce and enterprise systems such as Veeva, MDM, medical information systems, contact center tools, middleware, data lake, data warehouse, and ERP platforms.

• Lead troubleshooting of complex integration, data synchronization, API, and batch processing issues.

• Ensure data integrity, security, privacy, and compliance across connected systems.

• Partner with enterprise architecture, integration, data, and infrastructure teams for cross-platform issue resolution.

• Stakeholder, Vendor & Transition Management

• Lead knowledge transition from the Release 1 implementation vendor.

• Own transition planning, reverse KT, documentation review, support readiness, and operational acceptance.

• Partner with Medical Affairs, IT, contact center operations, compliance, QA, and business stakeholders.

• Facilitate governance meetings, service reviews, release updates, and executive-ready status reporting.

• Provide recommendations for platform roadmap, simplification, automation, and continuous improvement.

• Compliance & Quality Expectations

• Operate within a regulated pharmaceutical environment with strong adherence to change management, validation, privacy, and security controls.

• Support audit readiness, documentation, traceability, and evidence collection for application changes and production support actions.

• Ensure alignment with applicable GxP, HIPAA, FDA, data privacy, and internal quality management expectations.

• Promote defect prevention, release quality, automated regression practices, and support knowledge documentation.

Required Qualifications

• Experience

• 10+ years of IT experience with 6+ years of Salesforce platform experience.

• 2+ years of experience with Salesforce Life Sciences Cloud, Healthcare Cloud, or pharma-focused Salesforce solutions.

• Proven experience leading Salesforce production support, enhancement, and release management engagements.

• Experience supporting customer service, medical information, medical affairs, or contact center platforms

• Experience working with pharmaceutical or life sciences clients in a regulated delivery model.

• Experience managing onsite-offshore teams and coordinating with multiple vendors.

• Must have permanent US work authorization

• Ability to work onsite in Indianapolis, IN weekly

• Salesforce Technical Skills

• Salesforce Life Sciences Cloud / Healthcare Cloud

• Salesforce Service Cloud

• Apex, Lightning Web Components, Visualforce

• Salesforce Flows and OmniStudio

• Service Console, Omni-Channel, Knowledge, Case Management

• Platform Events, REST/SOAP APIs, integration patterns

• Salesforce security model, sharing, profiles, permission sets

• Data model design, data migration, and data quality controls

• DevOps, CI/CD, Git, deployment tools, environment management

• Integration & Tools Experienc

• MuleSoft or equivalent middleware platforms

• Veeva and life sciences enterprise ecosystem integrations

• Informatica or other data integration tools

• Monitoring, logging, ticketing, and ITSM tools such as ServiceNow, Jira, or Azure DevOps

• Salesforce deployment tools such as Copado, Gearset, Salesforce CLI, or equivalent

• Domain Knowledge

• Medical Information and Medical Affairs operating models

• Medical inquiry intake, triage, response, fulfillment, and closure processes

• Adverse Event and Product Quality Complaint identification and handoff workflows

• HCP, patient, caregiver, and contact center interaction models

• Pharmaceutical compliance, validation, audit, and privacy expectations

• Preferred Certifications

• Salesforce Certified Administrator

• Salesforce Certified Platform Developer I / II

• Salesforce Certified Service Cloud Consultant

• Salesforce Certified Application Architect or System Architect

• Salesforce Integration Architect, Data Architect, or Sharing and Visibility Architect

• Salesforce Life Sciences Cloud or Healthcare-related accreditation, where available

• Leadership Competencies

• Strong client-facing communication and executive stakeholder management

• Production support ownership with calm, structured incident leadership

• Ability to lead ambiguous transition scenarios and stabilize operations after go-live

• Strong analytical thinking, RCA discipline, and problem-solving mindset

• Team leadership, mentoring, estimation, planning, and delivery accountability

• Ability to balance speed, quality, compliance, and business continuity

Why Coastal, and what we offer:

• Competitive quarterly bonus opportunities
• Continuing education and certification reimbursements, specifically within the Salesforce and Snowflake ecosystems; plus occasional in-house competitions with spot bonuses
• A flexible and fun team culture! We value transparency, support, flexibility, growth, teamwork, fun, and so much more
• Frequent team and culture activities, virtual & in-person, including Lunch and Learns, Happy Hours, team-building events
• Monthly All-Hands calls to bring the company together, and an open-door leadership policy with access to mentorship and guidance
• Opportunities for accelerated growth, networking, and career guidance and support
• Trust, transparency and respect across all levels of the company

Coastal provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.