Description

Must-Have Skills:
✅ Salesforce Service Cloud Development
✅ Apex, Lightning Web Components (LWC), Triggers, and Flows
✅ Production Support / AMS Operations
✅ Service Cloud Configurations (Omni-Channel, Case Management, Knowledge, Live Chat, Routing Rules)
✅ REST/SOAP APIs and Integration Support
✅ Jira, ServiceNow, and ITSM Processes
🔹 Key Responsibilities:
✔ Lead incident triage, root-cause analysis, and resolution of complex Tier 2/3 Salesforce Service Cloud issues
✔ Monitor system health, Apex limits, error logs, integrations, and overall platform stability
✔ Design and implement minor enhancements, bug fixes, and configuration updates using Apex, LWC, and Salesforce Flows
✔ Manage release deployments and assess Salesforce tri-annual upgrades to ensure business continuity
✔ Support Customer 360 (C360) integrations, Data Cloud connectivity, and enterprise data synchronization processes
✔ Collaborate with C360 engineering and data teams to resolve identity resolution and data quality issues
✔ Drive SLA adherence, incident management, and operational excellence across support functions
✔ Act as the primary technical lead during critical P1/P2 incidents and communicate effectively with business stakeholders
✔ Develop technical documentation, runbooks, RCA reports, and support knowledge repositories
🔹 Required Qualifications:
✔ 7+ years of Salesforce experience with 3+ years leading AMS/Production Support operations
✔ Deep expertise in Salesforce Service Cloud, Omni-Channel, Live Chat, Case Feed, and Customer Service processes
✔ Strong debugging skills across Apex, LWC, Triggers, and integrations
✔ Experience with Data Cloud, MuleSoft, APIs, middleware, and enterprise data platforms
✔ Strong understanding of ITIL Incident, Problem, and Change Management frameworks
✔ Excellent communication, stakeholder management, and crisis management skills
🔹 Preferred Certifications:
⭐ Salesforce Certified Service Cloud Consultant (Required)
⭐ Salesforce Certified Administrator / Advanced Administrator
⭐ ITIL Foundation Certification

Key Skills

Education

Bachelor's degree