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Salesforce Service Cloud Tech Lead

2 weeks ago

Calgary, Canada Capgemini Full time

**Job description**:
**Key responsibilities**:

- Technical Leadership: Lead the design, architecture, and implementation of Salesforce Service Cloud solutions.
- Customization & Configuration: Oversee the customization and configuration of Service Cloud features like case management, knowledge base, and service automation (e.g., flows, process builder).
- Optimizing Processes: Analyze business requirements and implement scalable solutions that enhance efficiency and improve customer service operations using Service Cloud features.
- Automation: Create and implement automation using tools like Flows, Process Builder, and Apex triggers to optimize service processes.
- Troubleshooting & Support: Act as the technical point of escalation for complex issues, troubleshooting, and providing effective solutions.
- Code Reviews & Best Practices: Ensure adherence to Salesforce best practices, code quality, and governance policies. Conduct code reviews and ensure consistent documentation.
- Collaboration: Work closely with business users, Salesforce administrators, project managers, and other technical teams to deliver high-quality solutions on time.
- Training & Knowledge Sharing: Provide training and mentorship to junior developers, administrators, and other team members on Salesforce Service Cloud best practices.
- Continuous Improvement: Lead continuous improvement initiatives to enhance service delivery, leveraging new Salesforce features and industry best practices.
- Resource Management: Collaborate closely with project team members (onshore and offshore) to ensure seamless project execution. Resource allocation and work prioritization, effort estimations with respect to delivering as per agreed timelines, guiding developers with technical solutions and best practices.

**Must Have Skills**:

- Salesforce Service Cloud Expertise: Minimum 8+ years of Salesforce projects execution with at least 3+ years in lead role. In-depth knowledge of Salesforce Service Cloud features including case management, knowledge base, service console, Live Agent, Omni-Channel, and Entitlements.
- Salesforce Development Skills: Hands-on experience with Apex, Lightning Web Components (LWC), writing SOQL queries and optimization, configuration and admin skills, Visualforce, and Salesforce Flows, Git and Deployment (SFDX).
- Integration Experience: Strong experience integrating Salesforce Service Cloud with third-party systems (e.g., telephony systems, chat tools, and external databases) using REST/SOAP APIs, middleware platforms, or custom solutions.
- Automation & Process Optimization: Expertise in automation tools such as Salesforce Flows, Process Builder, and Workflow Rules to optimize business processes and improve service delivery.
- Technical Leadership: Proven ability to lead a team of developers, providing technical guidance and ensuring high-quality code delivery.
- Problem-Solving: Excellent troubleshooting skills and the ability to quickly resolve complex technical issues.
- Communication and Engagement Skills: Excellent leadership, stakeholder management and communication skills to speak and present to the client.
- Salesforce Best Practices: Strong knowledge of Salesforce development best practices, governance, and security.

**Nice to have skills**:

- Salesforce Lightning Experience: Familiarity with Salesforce Lightning Experience and customization of Lightning pages, components, and layouts.
- Salesforce CPQ (Configure Price Quote): Understanding of Salesforce CPQ (Configure, Price, Quote) processes, if applicable to the business environment.
- Experience with Service Automation Tools: Familiarity with tools such as Einstein Bots, Service Cloud Voice, or other AI-driven solutions within Salesforce.
- DevOps & CI/CD: Experience with DevOps tools, continuous integration, and continuous deployment (CI/CD) processes for Salesforce development.
- Analytics & Reporting: Experience with Salesforce reports and dashboards to monitor Service Cloud performance and deliver insights to the business.
- Salesforce Field Service Lightning (FSL): Experience with Salesforce FSL for managing field service operations (if relevant).
- Other Salesforce Clouds: Experience with other Salesforce clouds such as Sales Cloud, Marketing Cloud, or Community Cloud is a plus.

**Education**:

- Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field (or equivalent experience).
- Salesforce certifications (such as Salesforce Certified Administrator, Salesforce Certified Platform Developer I/II, Salesforce Certified Service Cloud Consultant etc.) are preferred

**Life at Capgemini**:
Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

- Collaborating with teams of creative, fun, and driven colleagues
- Flexible work options enabling time and location-based flexibility
- Company-provided home office equipment
- Virtu