Portal & Service Cloud Technical Manager at Ciena Communications, Inc. — Remote

As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

Job Summary We are seeking a highly skilled and experienced Portal & Service Cloud Technical Manager to lead the design, development, and support of our customer and partner portals, as well as our Salesforce Service Cloud platform. This role involves managing a team, collaborating with stakeholders, and ensuring the delivery of robust, scalable, and user-friendly solutions.

Job Responsibilities

• Lead the technical strategy, architecture, and implementation of Ciena's customer and partner portals, primarily built on Salesforce Experience Cloud.
• Oversee the design, configuration, and enhancement of Salesforce Service Cloud, including case management, knowledge base, omni-channel, and field service capabilities.
• Partner with Salesforce developers, administrators, and business analysts, providing technical guidance, mentorship, and performance feedback.
• Collaborate closely with business stakeholders, product owners, and project managers to gather requirements, define solutions, and prioritize features.
• Ensure the integration of portal and Service Cloud solutions with other enterprise systems (e.g., ERP, CRM, marketing automation) using various integration patterns (APIs, middleware).
• Establish and enforce best practices for solution design, development, testing, deployment, and ongoing maintenance in a Salesforce environment.
• Drive continuous improvement initiatives, including performance optimization, security enhancements, and adoption of new Salesforce features.
• Manage vendor relationships for third-party tools and applications integrated with the Salesforce platform.
• Develop and maintain technical documentation, including architecture diagrams, design specifications, and operational procedures.
• Provide technical leadership and expertise in troubleshooting complex issues and ensuring system stability and reliability.

Job Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field; Master's degree preferred.
• 7+ years of experience in Salesforce development and administration, with at least 3 years in a technical leadership or management role.
• Deep expertise in Salesforce Service Cloud and Salesforce Experience Cloud (formerly Community Cloud).
• Strong understanding of Salesforce architecture, data models, security models, and development best practices (Apex, Visualforce, Lightning Web Components, Aura).
• Proven experience with Salesforce integrations using REST/SOAP APIs, Platform Events, and middleware platforms.
• Experience with release management tools and CI/CD pipelines for Salesforce (e.g., Azure DevOps, Copado, Gearset).
• Salesforce certifications such as Salesforce Certified Administrator, Salesforce Certified Platform Developer I & II, Salesforce Certified Service Cloud Consultant, and/or Salesforce Certified Experience Cloud Consultant are highly desirable.
• Excellent communication, interpersonal, and presentation skills with the ability to articulate complex technical concepts to both technical and non-technical audiences.
• Strong analytical and problem-solving skills with a keen attention to detail.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.

Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.

Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.

At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.

Ciena is an Equal Opportunity Employer, including disability and protected veteran status.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.