Manage end-to-end Salesforce Service Cloud operations across customer care channels (call center, digital, field service)

Ensure system availability, performance, and scalability for high-volume telco environments

Oversee incident, problem, and change management aligned with ITIL practices

Monitor and ensure SLA/KPI compliance (response time, resolution time)

Design and optimize customer service processes, including:

• Order management and order fallout handling

• Billing inquiries and dispute management

• Service activation, suspension, and termination

• Complaint and escalation management

Support omnichannel engagement (voice, chat, email, social, self-service) <...