Position: Salesforce Lead
Location: Benton harbor, MI (Hybrid role)- Relocation candidate accepted
W2 Contract
Consultants are required to have active certifications: Salesforce Service Cloud Consultant
Need 10 Years candidate if not lead
Job Responsibilities:
Incident & Problem Management: Lead the triage, root-cause analysis, and resolution of complex Tier 2/3 Service Cloud issues (Omni-Channel, Case Management, Knowledge, Routing Rules, and Integrations).
System Health & Stability: Monitor system performance, Apex limits, error logs, and data integrity to proactively prevent business disruption.
Minor Enhancements & Releases: Design and deploy minor enhancements, bug fixes, and configuration updates using Salesforce Flows, Apex, and LWC, while overseeing the deployment pipeline (CI/CD).
Salesforce Releases: Evaluate the impact of Salesforce's tri-annual upgrades on existing customizations and ensure zero downtime.
C360 Integration Support & Data Governance
Data Pipeline Continuity: Monitor and maintain the interfaces and middleware (MuleSoft, APIs, Data Cloud) connecting Service Cloud to the broader C360 platform, ensuring zero data drops in the unified customer profile.
Cross-Functional Triage: Partner closely with the C360 data and engineering teams to quickly resolve data synchronization issues or identity resolution discrepancies.
Impact Analysis: Review proposed service modifications to ensure they do not break downstream C360 analytics or Customer 360 views.
Communication & SLA Management
SLA Ownership: Drive the support team to meet or exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for incident resolution and system uptime.
Clear Stakeholder Communication: Act as the primary technical voice during critical system outages (P1/P2 incidents), providing clear, non-technical updates to business leaders and the C360 team.
Knowledge Management: Lead the creation of technical runbooks, support documentation, and root-cause analysis (RCA) reports to prevent recurring issues.
Required Skills & Qualifications
Technical Requirements
Experience: 7+ years in Salesforce ecosystems, with 3+ years specifically leading Salesforce AMS / Production Support operations.
Must have Salesforce Service cloud
Service Cloud Expertise: Deep hands-on knowledge of Service Cloud configurations (Omni-Channel, Live Chat, Case Feed) and debugging custom code (Apex, LWC, Triggers).
C360 & Integration Savvy: Solid understanding of REST/SOAP APIs, middleware, and how Salesforce handles data sharing with external enterprise data hubs/Data Cloud.
ITSM Tools: Proficient with ticketing and dev tools like Jira, ServiceNow
Professional & Communication Skills
Crisis Communication: Calm under pressure with the ability to clearly articulate technical failures and recovery steps to business partners during high-severity incidents.
Collaboration: Strong peer-to-peer relationship skills to seamlessly collaborate across separate support queues (Service Desk vs. C360 Data Team).
Process-Driven: Strong familiarity with ITIL frameworks (Incident, Problem, and Change Management).
Preferred Certifications
Salesforce Certified Administrator / Advanced Administrator
ITIL Foundation Certification (A strong plus)