Pegasus Knowledge Solutions, Inc.

Compensation

Full Description

Job title : Salesforce - Case Management Migration Lead. Location: Remote - Preferably NY Duration : 12 +Months contract Seniority Level: Senior Manager / Program Lead Please Note : It is not just a Salesforce admin role and not just a data-migration role. It is a large-scale transformation leadership role—especially in financial services. Summary The Case Management Migration Lead will oversee the end-to-end migration of the enterprise case management capability from Salesforce to a new strategic platform for a large financial institution. This role will be responsible for planning, designing, coordinating, and executing a highly complex, regulated, and business-critical system migration that impacts customer service operations, compliance, risk, and IT. The ideal candidate has deep experience in CRM/case management platforms, data migration, regulatory requirements, and large-scale transformation programs in financial services. Responsibilities: • Lead the full lifecycle of the Case Management migration program (discovery → design → build → migration → go-live → stabilization). • Develop and maintain program roadmap, timelines, milestones, risks, and resource plans. • Act as the primary point of accountability for delivering the new case management capability. • Manage communication and expectations across all impacted business units. • Translate business requirements into detailed functional and technical specifications. • Work with architects and platform SMEs to design case types, routing logic, SLAs, automation, and reporting. • Ensure the new platform meets required security, compliance, and audit standards. • Oversee data discovery, cleansing, mapping, transformation, and migration procedures. • Work with data engineers and integration teams to design pipelines for cases, comments, attachments, and audit history. • Ensure integrity, completeness, and reconciliations of migrated data. • Coordinate integration activities between the new case platform and core systems, workflow engines, knowledge bases, and communication channels. • Oversee hypercare and post-go-live stabilization. Qualifications & Experience Required • 7–12+ years experience in Salesforce CRM, case management, or enterprise platform transformation. • Proven track record delivering platform migrations, ideally Salesforce → ServiceNow / MS Dynamics / custom platform. • Strong understanding of financial services regulatory requirements: audit, retention, data privacy, access control, complaint management, etc. • Knowledge of data migration strategies, ETL/iPaaS tools, and API integration patterns. • Experience working in Agile/Hybrid delivery environments. • Excellent stakeholder management and communication skills. Preferred • Experience in banking, insurance, wealth management, or fintech. • Certifications such as Salesforce Administrator, ServiceNow CSM, PMP, PRINCE2, or Scrum Master. • Familiarity with customer operations, call centers, complaints handling, or regulatory case processes. • Prior experience with large-scale data migrations (millions of records). Anam Chaudhry 847-201-6116 achaudhry@pksi.com