About the Team/Role
We are looking for a passionate and experienced Salesforce Service Cloud Technical Lead to join our team. In this role, you will be a key player in designing and implementing innovative solutions on the Salesforce Service Cloud platform that optimize customer service operations and elevate the customer experience. You will be a bridge between business needs and technical capabilities, ensuring solutions are both effective and scalable.
How you'll make an impact
Needs Analysis:
- Collaborate with stakeholders to deeply understand their customer service challenges and desired outcomes.
- Conduct workshops and interviews to gather detailed requirements for Service Cloud solutions.
- Analyze existing customer service processes and identify areas for improvement.
Solution Design:
- Design and configure Service Cloud features like case management, knowledge management, omni-channel routing, and self-service portals.
- Develop solutions that leverage Service Cloud automation tools to streamline workflows and improve agent efficiency.
- Create detailed solution design documents, including process flows, data models, and user interface mockups.
- Develop and implement complex Service Cloud customizations, including Apex classes, triggers, Visualforce pages, Lightning components, and integrations with other systems.
Implementation and Support:
- Oversee the implementation of Service Cloud solutions, ensuring alignment with design specifications and best practices.
- Provide guidance and support to developers and administrators during the implementation process.
- Conduct thorough testing and quality assurance to ensure solutions meet business requirements.
Continuous Improvement:
- Monitor the performance and effectiveness of Service Cloud solutions.
- Identify opportunities for optimization and enhancement.
- Stay up-to-date on the latest Service Cloud features and releases.
Experience you'll bring
- Proven experience in designing and implementing Salesforce Service Cloud solutions.
- Strong understanding of customer service principles and best practices.
- Hands-on experience with Service Cloud features like case management, knowledge management, and omni-channel.
- Experience with Salesforce configuration and customization, including workflows, validation rules, and process builders.
- Salesforce Service Cloud Consultant certification (preferred).
- Salesforce Administrator certification is a plus.
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