Looking for a job

Jocelyn Cruz

@jocelyncruz

Salesforce Delivery Lead at FlyWheel Angel OS who created an AI governance framework and Human Decision Authority model.

United States

Message

At FlyWheel Angel OS, I created the AI governance framework, Human Decision Authority model, and operating architecture for an AI governance product that remains in development. I direct its development and validation while applying its governance principles in consulting engagements.

At LTIMindtree, I led Salesforce solution architecture and full SDLC delivery, including Salesforce and Agentforce proofs of concept, data governance, and implementation through UAT and go-live. Earlier, I managed requirements for Cisco’s global matching gifts and volunteering solution on Salesforce, which improved the giving experience for employees and nonprofit partners.

Experience

Work history, roles, and key accomplishments

Current

Founder, Principal Consultant

Current

Flywheel Angel OS

Apr 2025 - Present (1 year 6 months)

Leads senior-level consulting engagements for enterprises and Salesforce teams, focusing on solution architecture, delivery governance, and AI governance. Directs the development of the FlyWheel Angel OS AI governance product.

Salesforce Principal Consultant

LTIMindtree

Apr 2021 - Apr 2025 (4 years)

Led solution architecture, pre-sales, and program management for Salesforce pursuits, including Agentforce and Data Cloud integration. Directed discovery workshops, developed SOWs and LOEs, and drove Agile delivery and data governance initiatives.

Salesforce Agentforce Data Cloud Solutions Architect Pre Sales Discovery SOW LOE Agile Scrum Data Governance Data Quality KPIs Dashboarding CRM Program Management UAT Go Live

Functional Solutions Architect

Wipro

Oct 2020 - Apr 2021 (6 months)

Led discovery workshops, documented business processes, and defined user stories for Salesforce initiatives. Built solution presentations and prototypes, translating business needs into technical components and scalable solutions.

Salesforce Discovery Business Process Mapping User Stories Backlog Prioritization Solutions Architect Prototyping Requirements Gathering

Salesforce Org Health & Optimization Lead Consultant

Cisco Systems

Aug 2017 - Feb 2018 (6 months)

Owned the Org Health Performance and Improvement Program for Cisco's Service Cloud ecosystem, serving as Program Manager, Agile Scrum Master, and Senior Business Systems Analyst. Led roadmap planning, governance, risk mitigation, and KPI framework development.

Salesforce Service Cloud Program Management Agile Scrum Roadmapping Governance Risk Mitigation KPIs Technical Debt User Stories Release Management

Sr. Salesforce Consultant

Intuit

Jun 2016 - Jul 2017 (1 year 1 month)

Partnered with IT and business teams to deliver enhanced Salesforce solutions for sales and contact center operations. Managed project plans, roadmaps, and KPI frameworks, supporting tool consolidation and a 360-degree customer view for 5,200 agents across 25 sites in 9 countries.

Salesforce Project Management Product Roadmap KPIs Requirement Workshops User Stories Capability Analysis Reporting Collaboration

Salesforce System Admin & Business Analyst

Stryker Endoscopy

Nov 2013 - May 2015 (1 year 6 months)

Served as primary liaison between Global IT, implementation partner, and business SMEs during a new Salesforce implementation. Led discovery, process transformation, UAT design, Salesforce Knowledge setup, and data governance practices.

Salesforce Service Cloud UAT Discovery Process Transformation User Stories Process Flow Knowledge Dashboarding Reports Data Governance

Salesforce Manager

Humane Society Silicon Valley

Jan 2012 - Dec 2013 (1 year 11 months)

Managed the external Salesforce implementation team and internal analysts, developing roadmaps and project plans to cleanse and restructure campaign taxonomy and customer data models. Oversaw Salesforce Marketing Cloud administration, reporting, and data analysis.

Salesforce Marketing Cloud CRM Administration Reporting Data Analysis Data Governance Project Management Product Roadmap Data Migration User Training

Community Relations Mgr. / Salesforce Business Analyst

Cisco Systems

Jan 2007 - Dec 2012 (5 years 11 months)

Managed and defined business requirements for Cisco's global matching gifts and volunteering IT solution on Salesforce. Led the redesign of Cisco's internal Community Relations website and managed global volunteer and matching gifts programs.

Salesforce Business Analysis Requirements Gathering Program Management Website Redesign Volunteer Management Matching Gifts Process Improvement

Auction & Sales Operations Data Analyst

Go Industry Dovebid

Jan 2006 - Dec 2007 (1 year 11 months)

Managed data import/export processes for operations and sales, developed a database solution supporting a Pfizer engagement generating $10M+ in sales revenue, and performed data clean-up and taxonomy restructuring.

Data Analysis Data Import Export Database Management Process Flow Data Cleaning Taxonomy Asset Management

IT & Database Manager

Next Door Solutions to Domestic Violence

Jan 2003 - Dec 2004 (1 year 11 months)

Managed IT and database operations for a nonprofit organization.

IT Management Database Management

Information Developer

IBM Global Services

Jan 1999 - Dec 2002 (3 years 11 months)

Developed technical documentation and information solutions.

Technical Writer Documentation

Education

Degrees, certifications, and relevant coursework

Foothill College

Salesforce Certified Service Cloud Consultant; Salesforce Certified Administrator, Salesforce

Attended Foothill College in Los Altos, California, and earned Salesforce certifications including Service Cloud Consultant and Administrator, achieving 3X Star Ranger Rank.