Salesforce Service Cloud Lead

Design, Develop and Implement Solutions

• Support active projects throughout the lifecycle, providing oversight and guidance on development activities to ensure consistency with original design as well as overall quality of deliverables.
• Investigate operational requirements and seek effective business solutions through the design and implementation of technology solutions and/or business process improvements.
• Proactively identify opportunities to improve existing functionality.
• Support management of the Salesforce backlog, reviewing requests, writing user stories, and working with the business to determine priorities.
• Capture relevant technical and business requirements, analyzing inputs and creating Salesforce solution recommendations.
• Create, manage, and present Salesforce solutions that solve business challenges.

Salesforce Development

• Operate in an agile delivery model to refine, estimate, prioritize, and deliver requirements.
• Build, maintain, and support Salesforce integrations with multiple systems.
• Deploy changes to production using DevOps best practices.
• Maintain Salesforce Org and sandboxes and perform regular refreshes.
• Utilize Flows and other automation tools.
• Create high quality technical documentation and diagrams.
• Implement and enhance Service Cloud and Experience Cloud specific features.
• Proactively make recommendations on Salesforce features, new and innovative technology, and App Exchange packages solve for business requirements.
• Maintain and configure consumer facing and internal Experience Cloud pages.

Maintain Standards

• Monitor and troubleshoot support cases with Salesforce and a managed service provider to ensure availability of the SFSC platform, providing support to resolve application issues as necessary.
• Contribute project artifacts to architecture repositories and ensure ongoing maintenance.
• Manage working relationship with business super users for respective process.

QUALIFICATIONS (KNOWLEDGE, SKILLS & ABILITES)

• Must be able to demonstrate a deep knowledge of Salesforce core platform (Service Cloud, Experience Cloud, and Sales Cloud)
• Must be able to demonstrate an understanding of APIs and integrating with Salesforce
• Experience with deployment best practices and familiarity with source driven development
• 5 + years of IT experience, preferably with Salesforce Service Cloud
• Ability to work in a dynamic global environment and committed to meeting deadlines
• Possess the ability to work with minimal supervision while being proactive
• Demonstrate strong verbal and written communication skills, including the ability to translate complex technical concepts into business terms

EDUCATION AND/OR EXPERIENCE:

• Bachelor s Degree in Information System Management, Computer Science, or a relevant business area preferred, but relevant professional experience will be considered.
• Salesforce Administrator Certification.
• Salesforce Service Cloud Consultant Certification and/or Experience Cloud Consultant Certification