job summary:
We are seeking an experienced Salesforce Service Cloud AMS Tech Lead to oversee the production support, maintenance, and continuous optimization of our customer service platform. In this role, you will serve as the operational backbone ensuring our Service Cloud ecosystem runs flawlessly while actively supporting our broader Customer 360 (C360) initiatives. You will balance complex technical problem-solving with top-tier stakeholder communication to deliver an uninterrupted, unified customer view.
location: Telecommute
job type: Contract
salary: $62.99 - 67.00 per hour
work hours: 8am to 5pm
education: Bachelors
responsibilities:
- Lead the triage, root-cause analysis, and resolution of complex Tier 2/3 Service Cloud issues (Omni-Channel, Case Management, Knowledge, Routing Rules, and Integrations).
- Design and deploy minor enhancements, bug fixes, and configuration updates using Salesforce Flows, Apex, and LWC while managing the CI/CD deployment pipeline.
- Monitor and maintain interfaces and middleware (MuleSoft, APIs, Data Cloud) connecting Service Cloud to external enterprise hubs to ensure data continuity.
- Act as the primary technical voice during critical system outages, providing clear updates to business leaders and driving support queues to meet or exceed strict SLAs.
qualifications:
7+ years of experience within the Salesforce ecosystem, including 3+ years specifically leading Salesforce AMS or Production Support operations.
Active Salesforce Certified Service Cloud Consultant certification.
Deep hands-on knowledge of Service Cloud configurations and debugging custom code (Apex, LWC, Triggers).
Graduate degree or equivalent educational background with a valid working visa.
PREFERRED QUALIFICATIONS
Active Salesforce Certified Administrator / Advanced Administrator certifications.
ITIL Foundation Certification alongside familiarity with Incident, Problem, and Change Management frameworks.
Excellent crisis communication skills with a proven ability to collaborate across cross-functional data and engineering teams.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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