Role Overview
We are seeking an experienced Salesforce Service Cloud Lead to drive enterprise Service Cloud implementations while leading technical teams and collaborating with business stakeholders. The ideal candidate combines deep technical expertise with strong leadership skills to deliver scalable, high-quality customer service solutions.
Key Responsibilities
- Lead end-to-end Salesforce Service Cloud implementation projects from discovery through deployment and post-production support.
- Translate business requirements into scalable technical solutions aligned with Salesforce best practices.
- Design and oversee Service Cloud implementations including Case Management, Omni-Channel, Knowledge, Service Console, Entitlements, Milestones, CTI, and Digital Engagement.
- Lead technical design sessions and establish development standards across the project.
- Guide and mentor Salesforce developers, administrators, and consultants.
- Coordinate with project managers, architects, QA teams, and client stakeholders to ensure successful project delivery.
- Review technical designs, code quality, integrations, and deployment strategies.
- Drive performance optimization, governance, security, and platform scalability.
- Identify process improvements and recommend automation opportunities.
- Support release planning, sprint execution, and production deployments.
- Manage stakeholder communication and provide regular project updates.
Required Skills & Qualifications
- 10+ years of Salesforce experience with at least 6+ years focused on Service Cloud.
- Proven experience leading enterprise-scale Salesforce Service Cloud implementations.
- Strong expertise in Case Management, Service Console, Omni-Channel, Knowledge, Entitlements, Milestones, Digital Engagement, and CTI integrations.
- Strong development experience with Apex, Lightning Web Components, Visualforce, Flows, and Salesforce APIs.
- Experience designing integrations with external applications and enterprise systems.
- Strong understanding of Salesforce security architecture and application lifecycle management.
- Experience with Agile methodologies and Salesforce DevOps practices.
- Excellent leadership, stakeholder management, communication, and mentoring skills.
Preferred Qualifications
- Salesforce Service Cloud Consultant certification.
- Platform Developer II certification.
- Application Architect certification is preferred.
- Experience with Experience Cloud, Field Service, Einstein AI, or Agentforce.
- Experience with Copado, Gearset, Jenkins, Azure DevOps, or GitHub Actions.