Apply Now

Salesforce Lead

Hybrid in Michigan Center, MI, US • Posted 15 hours ago • Updated 15 hours ago

Contract W2

Contract Independent

6 Months

No Travel Required

Hybrid

Depends on Experience

Voto Consulting LLC

Fitment

Dice Job Match Score™

👤 Reviewing your profile...

Job Details

Skills

ITIL
Customer Service
Salesforce.com

Summary

Hello ,

Job Description: Salesforce Lead
Location: Benton harbor , Michigan - Hybrid

Duration: 6 to 8 months

MoI: Virtual

• What are “must-have” skills for this role: Salesforce Service cloud developer

• What are some “nice-to-have” skills: Communication

• What type of education is needed for this position? - Graduate

• Consultants are required to have active certifications: Salesforce Service Cloud Consultant

Responsibilities:

We are seeking a highly articulate and proactive Salesforce Service Cloud AMS Tech Lead to oversee the production support, maintenance, and continuous optimization of the client’s customer service platform. In this role, you will be the operational backbone ensuring our Service Cloud ecosystem runs flawlessly while actively supporting our Customer 360 (C360) team.

As the AMS Tech Lead, you will balance rigorous technical problem-solving (handling complex incidents, minor enhancements, and release management) with top-tier stakeholder communication, ensuring system updates never disrupt the unified customer view.

Key Responsibilities

AMS Operations & Service Cloud Maintenance

Incident & Problem Management: 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).

System Health & Stability: Monitor system performance, Apex limits, error logs, and data integrity to proactively prevent business disruption.

Minor Enhancements & Releases: Design and deploy minor enhancements, bug fixes, and configuration updates using Salesforce Flows, Apex, and LWC, while overseeing the deployment pipeline (CI/CD).

Salesforce Releases: Evaluate the impact of Salesforce''s tri-annual upgrades on existing customizations and ensure zero downtime.

C360 Integration Support & Data Governance

Data Pipeline Continuity: Monitor and maintain the interfaces and middleware (MuleSoft, APIs, Data Cloud) connecting Service Cloud to the broader C360 platform, ensuring zero data drops in the unified customer profile.

Cross-Functional Triage: Partner closely with the C360 data and engineering teams to quickly resolve data synchronization issues or identity resolution discrepancies.

Impact Analysis: Review proposed service modifications to ensure they do not break downstream C360 analytics or Customer 360 views.

Communication & SLA Management

SLA Ownership: Drive the support team to meet or exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for incident resolution and system uptime.

Clear Stakeholder Communication: Act as the primary technical voice during critical system outages (P1/P2 incidents), providing clear, non-technical updates to business leaders and the C360 team.

Knowledge Management: Lead the creation of technical runbooks, support documentation, and root-cause analysis (RCA) reports to prevent recurring issues.

Required Skills & Qualifications

Technical Requirements

Experience: 9+ years in Salesforce ecosystems, with 3+ years specifically leading Salesforce AMS / Production Support operations.

Service Cloud Expertise: Deep hands-on knowledge of Service Cloud configurations (Omni-Channel, Live Chat, Case Feed) and debugging custom code (Apex, LWC, Triggers).

C360 & Integration Savvy: Solid understanding of REST/SOAP APIs, middleware, and how Salesforce handles data sharing with external enterprise data hubs/Data Cloud.

ITSM Tools: Proficient with ticketing and dev tools like Jira, ServiceNow

Professional & Communication Skills

Crisis Communication: Calm under pressure with the ability to clearly articulate technical failures and recovery steps to business partners during high-severity incidents.

Collaboration: Strong peer-to-peer relationship skills to seamlessly collaborate across separate support queues (Service Desk vs. C360 Data Team).

Process-Driven: Strong familiarity with ITIL frameworks (Incident, Problem, and Change Management).

Preferred Certifications

Salesforce Certified Service Cloud Consultant (Required)

Salesforce Certified Administrator / Advanced Administrator

ITIL Foundation Certification (A strong plus)

Thanks and Regards,

Shikha Sharma

Email:

Desk:

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91014022
Position Id: Salesforce Lead
Posted 15 hours ago

Company Info

About Voto Consulting LLC

Who we are & What we do

Voto is new era technology enabler which aims to revolutionize digital transformation for enterprises and technology providers by delivering seamless customer experiences, business efficiency and actionable insights. We do this by leveraging a spectrum of disruptive technologies such as: artificial intelligence, blockchain, cloud, digital process automation, internet of things, robotics/drones, security, virtual/augmented reality, etc,

Agility is in our DNA that enhances our capabilities span digital solutions, infrastructure, product engineering and security. We deliver these services across industry sectors such as automotive, BFSI, consumer packaged goods, e-commerce, Edu-Tech, engineering R&D, hi-tech, manufacturing, retail, and travel/transportation/hospitality.

Recognized as one of the fastest-growing IT services firms globally, Voto is delivering solutions across North America, Europe, Middle East, and APAC countries.

Voto Consulting LLC is currently accepting resumes for a variety of positions. Please review the database of positions that we are seeking to fill and contact us for additional information about any specific opportunity.

Go to company profile

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

Similar Jobs

Salesforce

Hybrid in Smithfield, Rhode Island

•

8d ago

Title: Sr. Email Campaign Engineer- W2 Only Location: Hybrid ( Smithfield, RI) Open to relocation Visa: USC/ GC-EAD Only Must Have: Salesforce Ability to work collaboratively The Role: This role focuses on planning, managing, coding, and deploying highly targeted email communications that deepen relationships with millions of customers.Using Salesforce Marketing Cloud (SFMC) as the primary tool, the engineer will transform intake forms and business requirements into fully coded emails, coordin

Easy Apply

Contract

Depends on Experience

Search all similar jobs

More jobs at Voto Consulting LLC in Michigan Center, MI