Salesforce Commercial Servicing & Onboarding Tech Lead

About this role

Location: 4910 Tiedeman Road, Brooklyn Ohio

Location: Mobile - In office 2 days a week.

Position Summary KeyBank is seeking a Salesforce Commercial Servicing & Onboarding Tech Lead to provide hands-on technical leadership for Commercial onboarding and servicing delivery squads. This role will own end-to-end technical design, build quality, and solution delivery for Salesforce Service Cloud and Experience Cloud platforms supporting Commercial Banking operations. This is a full-time technical leadership role focused on building durable internal Salesforce domain expertise and reducing dependency on contractor heavy delivery teams. The successful candidate will drive engineering excellence, lead technical discussions independently, set technical direction, and partner closely with business stakeholders, product owners, enterprise architecture, and operations teams. This role offers a path to team leadership as the team and delivery portfolio mature.

About KeyBank KeyBank is one of the nation's largest bank-based financial services companies, providing investment management, retail and commercial banking, consumer finance, and investment banking products and services to individuals and companies across the United States.

About the Role The Salesforce Commercial Servicing & Onboarding Tech Lead will: • Provide hands-on technical leadership for Commercial onboarding and servicing delivery squads • Own technical design, architecture, and code quality for Service Cloud and Experience Cloud solutions • Lead engineering discussions, drive design reviews, and set technical standards • Partner with business stakeholders to translate requirements into scalable technical solutions • Reduce contractor dependency by building sustainable internal technical capability and expertise • Mentor engineers and foster a culture of technical excellence and continuous improvement • Grow into formal team leadership responsibility as the team and portfolio expand

Key Responsibilities Technical Leadership & Delivery • Lead technical design and implementation of Salesforce Service Cloud and Experience Cloud solutions for Commercial onboarding and servicing workflows • Own solution architecture, technical decision-making, and technical risk management for the delivery portfolio • Perform design and code reviews to ensure quality, maintainability, scalability, and alignment with enterprise standards • Drive hands-on development for complex features and technical challenges • Lead proof-of-concept efforts and technical feasibility assessments for new capabilities • Ensure adherence to Salesforce best practices, coding standards, and platform governance

Platform & Domain Expertise • Build deep expertise in Commercial Banking onboarding and servicing business processes • Design solutions leveraging Service Cloud capabilities including case management, omni-channel routing, knowledge management, and service console • Design and deliver client-facing and employee-facing experiences using Experience Cloud (Communities) • Support integration design and data synchronization with upstream and downstream enterprise systems • Stay current with Salesforce platform releases, features, and emerging capabilities

Stakeholder & Cross-Functional Partnership • Partner closely with business stakeholders, operations leaders, and product owners to align technology delivery with business outcomes • Collaborate with enterprise architecture, data, security, and risk partners to ensure compliant, scalable solutions • Communicate technical concepts clearly and effectively to non-technical audiences • Manage technical dependencies and coordinate with integration, infrastructure, and vendor teams • Build trust-based relationships across Commercial Banking, Technology, and Operations teams

Team Leadership & Talent Development • Provide day-to-day technical leadership and mentorship to delivery squad engineers • Lead engineering discussions, technical grooming, and delivery planning • Foster collaboration, knowledge sharing, and continuous improvement within the squad • Support onboarding and skills development for new team members • Grow capability to lead a team over time

Innovation & Emerging Capabilities • Partner with product and architecture teams to design solutions leveraging Salesforce AI capabilities (Agentforce, Data Cloud / Data 360) • Demonstrate willingness to learn and enable emerging platform capabilities • Identify opportunities to improve efficiency, user experience, and operational outcomes through platform innovation • Support responsible AI adoption aligned with enterprise governance and Model Risk frameworks

Required Qualifications • Bachelor's degree in Computer Science or equivalent practical experience • 7+ years of overall IT experience • 5+ years of hands-on Salesforce platform experience with strong emphasis on Service Cloud • Proven ability to lead technical teams and drive engineering outcomes independently • Strong technical design and architecture skills for complex Salesforce implementations • Experience with Salesforce configuration and custom development including AI assisted build (Apex, Lightning Web Components, Flows, APIs) • Experience with Agile delivery methodologies and full SDLC ownership • Strong communication skills and ability to partner effectively with business and technical stakeholders • Demonstrated ability to translate business requirements into scalable, maintainable technical solutions

Preferred Qualifications • Salesforce certifications including: • Salesforce Certified Platform Developer I and/or II • Salesforce Certified Service Cloud Consultant • Salesforce Certified Administrator • Salesforce AI-related certifications (e.g., AI Specialist, Einstein Analytics)

• Experience with Salesforce Experience Cloud (Communities) design and implementation • Experience supporting Financial Services or Commercial Banking platforms • Knowledge of Salesforce AI capabilities (Agentforce, Data Clou

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