Portal & Service Cloud Technical Manager

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.

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