We are looking for a high-caliber Senior or Lead Salesforce Engineer to join our US Digital Engineering team. In this role, you will be the technical subject matter expert (SME) for our Service Cloud platform. You will bridge the gap between complex business requirements and elegant technical execution, ensuring our customer support organization operates at peak efficiency. Your goal is to build a "Service Center of Excellence." You will prioritize standard Salesforce functionality to ensure long-term stability while utilizing Lightning Web Components (LWC) to create high-performance, bespoke tools when the business demands more than the "out-of-the-box" experience.
Work Setup:
Remote
Key Responsibilities:
- Partner with stakeholders to translate complex business needs into scalable Salesforce prototypes, bridging the gap between technical constraints and business goals.
- Architect and implement high-performance Service Cloud solutions using LWC and Aura, ensuring every design is scalable, maintainable, and follows "clicks-before-code" principles.
- Write clean, mission-critical code and lead peer code reviews to maintain elite standards across the development lifecycle.
- Enforce rigorous data validation, sanitization, and access control (FLS/Sharing) to prevent vulnerabilities and ensure data integrity.
- Own the end-to-end testing strategy—including unit, integration, and regression testing—to ensure 100% reliability for edge cases and error handling.
- Manage and optimize deployment pipelines using modern CI/CD tools to ensure seamless migrations across Dev, Sandbox, and Production environments.
- Proactively refactor legacy code and stay ahead of the Salesforce roadmap to incorporate the latest platform innovations.
- Provide expert-level support and optimization during the critical "Hypercare" phase post-launch, ensuring a smooth transition to Managed Services.
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Minimum Qualifications:
- 5+ years of hands-on experience in configuring and customizing Salesforce Service Cloud.
- Expertise with Salesforce Lightning, including Aura Components and LWC (Lightning Web Components).
- Leverage standard Service Cloud functionality wherever possible and customize only as per business needs.
- Design and develop solutions that comply with Salesforce best practices, enterprise standards, and operational guardrails.
- Experience in Service Cloud implementation, configuration, data migration, and integrations with external systems.
- Expertise in Case Management, Omni-Channel Routing, Knowledge Base, Service Console, and Entitlements.
- Design and implement Service Processes, including automation using Flows, Process Builder, and OmniScripts.
- Familiarity with Einstein Bots, Live Agent, and Field Service Lightning for advanced service capabilities.
- Experience in reporting and analytics using Salesforce Reports, Dashboards, and Service Cloud-specific KPIs.
- Design and/or build integrations between Service Cloud and third-party applications or data sources.
- Exposure to Health Cloud, Salesforce CDP, and Experience Cloud is an added advantage.
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