Salesforce Service Cloud (CRM)

Job Position: Salesforce Service Cloud (CRM) (Contract Role)
Job Type: Contract Onsite W2
Location: San Francisco, CA, 94105
Client Name: Deloitte
Shift: Monday to Friday: 9:00 AM – 5:00 PM

Job Overview
Lead Application Managed Services operations for Salesforce Service Cloud, ensuring stable system performance and efficient support delivery
Drive CRM enhancements, integration management, and continuous improvement in a fast-paced onsite environment

Key Responsibilities
Lead AMS operations for Salesforce Service Cloud and ensure system stability
Manage incident, problem, and change management processes aligned with SLAs
Oversee Salesforce Service Cloud configurations and support activities
Coordinate and manage integration workflows using MuleSoft
Drive program management activities including planning, tracking, and reporting
Collaborate with stakeholders to prioritize enhancements and support requests
Ensure continuous improvement of CRM processes and system performance
Monitor service metrics, KPIs, and incident trends and implement improvements
Work with cross-functional teams including Sales, Marketing, and IT
Provide leadership, guidance, and coordination for support teams

Requirements
6–9 years of experience in Salesforce Service Cloud (functional/technical)
Strong experience in Application Managed Services or support environments
Proven experience in program management and service delivery
Hands-on experience with MuleSoft integrations (3–5 years)
Strong understanding of CRM processes and customer service operations
Experience with incident, problem, and change management frameworks
Excellent stakeholder management and communication skills
Ability to manage onsite operations and cross-functional teams

Preferred Qualifications
Experience with Salesforce Data Cloud
Knowledge of Salesforce Marketing Cloud
Familiarity with enterprise integration and data platforms
Strong leadership and client management skills