Job#: 3058027
Job Description:
Role summary:
You will be the technical lead and architect for Salesforce Service Cloud, the platform customer care teams use across North America, Latin America and a growing number of European markets. This is a hands-on role with a build mandate: you set direction, make the hard architecture calls, and deliver production work while you grow an in-house team that takes ownership from partners.
Mission:
Give customer care agents a reliable Service Cloud platform that resolves consumer issues quickly. Over 12 months, move delivery ownership from partners to an in-house team without losing quality.
Key responsibilities:
Own technical direction for Service Cloud: case management and lifecycle, routing and Omni-Channel, entitlements and milestones, escalations, knowledge, and the customer care agent experience.
Own digital engagement across NA and EMEA: email-to-case, in-app and web messaging, and Experience Cloud self-service support sites.
Design and review integrations with contact centre telephony, external ticketing and helpdesk tools, guided troubleshooting, quality management, warranty services, and the Order Management and Commerce platforms.
Lead multi-region rollouts into new countries, covering languages, queues, routing, support sites and regional processes, through a configuration-driven model.
Set architecture standards for data models, data ownership, sharing and security, and for high case volumes within governor limits. Weigh standard Service Cloud features against custom build.
Direct partner delivery: set design standards, own architecture approval, and review Salesforce Professional Services and contractor work before it reaches production. Plan the handover of ownership to the in-house team.
Build the team: define roles, hire Service Cloud engineers, and grow them through code review, pairing, design guidance and clear growth goals.
Run operational excellence: production monitoring and alerting across channels and integrations, source-driven release management with promotion and rollback, structured logging, incident response, and root-cause analysis.
Lead AI-assisted engineering: build AI into how the team designs, codes, tests, debugs and triages, share what works, and measure the effect on delivery speed and quality. Use AI as a coaching tool, not a substitute for understanding.
Govern AI use: approved tools only, no customer, payment or confidential data or credentials in prompts, the same review, testing and security checks for AI-generated code, and checks on AI-suggested dependencies. The engineer who merges AI-assisted work is accountable for it.
Protect customer data: least-privilege access and secure handling of personal data across cases, messaging and support sites. Work with the Agentforce team on testing, prompt safety and human handoffs between AI and human agents.
Work with the Core Platform teams (Order Management, Agentforce), who share the codebase and release pipeline, to keep patterns consistent.
Plan roadmap work with customer care operations and business partners, balancing speed, reliability and platform limits. Lead technical response and root-cause analysis when care channels or integrations break.
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at
Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.
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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: apexsan
- Position Id: BHJOB2374_3058027
- Posted 3 hours ago
