tech lead

Salesforce Service Cloud Tech Lead

Job Summary :

We are seeking an experienced Salesforce Service Cloud Tech Lead with a proven track record in leading Salesforce Service Cloud implementations, customizations, and integrations. The ideal candidate should have strong expertise in Service Cloud architecture, Omni-Channel, Case Management, CTI Integrations, and Lightning Components, along with leadership experience in managing technical teams and client interactions.

Key Responsibilities :

Lead the design, development, and deployment of Salesforce Service Cloud solutions.

Collaborate with business stakeholders to gather requirements and translate them into scalable technical solutions.

Provide technical leadership to development teams; ensure best practices and adherence to Salesforce standards.

Architect complex Service Cloud implementations including Omni-Channel Routing, Case Management, CTI integrations, Knowledge Base, Entitlements, and SLAs.

Develop custom Lightning Web Components (LWC), Apex classes, triggers, workflows, and automation processes.

Integrate Salesforce Service Cloud with external systems via APIs, middleware (MuleSoft preferred).

Mentor and coach junior developers; conduct code reviews, solution reviews, and technical guidance sessions.

Coordinate with cross-functional teams to ensure seamless end-to-end delivery.

Ensure data integrity, security, and compliance in Salesforce implementations.

Manage deployment activities, CI / CD pipelines, and support UAT and production releases.

Lead performance tuning, troubleshooting, and production support activities.

Required Skills & Qualifications :

10+ years of total IT experience, with at least 6+ years in Salesforce Service Cloud implementations.

Hands-on expertise in Omni-Channel, Case Management, Service Console, CTI integrations, Knowledge Articles, Live Agent, Entitlement Management.

Strong experience with Apex, Lightning Components (LWC / Aura), Visualforce, SOQL, SOSL, Flows, Process Builder.

Proven experience in leading technical teams and end-to-end project deliveries.

Proficient in API integrations (REST / SOAP), middleware solutions (MuleSoft is a plus).

Experience with Salesforce DX, Git, CI / CD pipelines.

Excellent understanding of data security models (profiles, roles, permission sets).

Salesforce Service Cloud Consultant Certification (Mandatory).

Salesforce Platform Developer I & II Certifications (Preferred).

Strong analytical, problem-solving, and communication skills.

Good-to-Have Skills :

Experience in Einstein Bots, Chatbots, and AI-driven Service Enhancements.

Knowledge of Experience Cloud (Communities).

Familiarity with Agile methodologies and Jira / Confluence tools.

Prior experience in multi-cloud Salesforce projects (Sales, Marketing, Experience Cloud).

Soft Skills :

Strong leadership, team management, and mentoring skills.

Excellent client-facing communication and stakeholder management.

Ability to work in a fast-paced, collaborative, and dynamic environment.