What you’ll be doing
The Lead Salesforce Engineer will be focused on the development and thought leadership for our Salesforce Service Cloud implementation servicing our contact centers. You will collaborate with internal and external teams to enhance a best-in-class contact center solution for a global, multi-site, multi-business line, high-volume servicing contact center. You’ll deliver architecture, configuration, programming, and any integration needed to provide our consumers with a modern digital experience. This role is more than just a senior developer or an order taker; the ideal candidate will be innovative and challenge the status quo, providing new ways to solve complex business problems.
Responsibilities
Architect complex technical Cloud CRM solutions.
Integrate multiple cloud and premise-based technologies with Salesforce.com/Force.com platform.
Architect, design, and develop advanced customizations utilizing Salesforce.com and Force.com.
Operate partially within US Eastern time zone to ensure appropriate alignment and coordination with the US-based teams.
Perform day to day code changes on the salesforce CRM platform to meet customer requests.
Guide technical project team members to assure Salesforce best practices are part of the solution.
Running workshops, working closely with the Business teams and able to talk about tradeoffs e.g. terms of configuration vs. code.
Map functional requirements to Salesforce features and functionality.
Mentor junior team members in Salesforce.com technology, Force.com, Integration Technologies, and Salesforce.com best practices.
Oversee vendor and internal team code reviews.
Be the application SME for the global deployment, educating the organization on salesforce capabilities now and planned.
Understand the Salesforce product application roadmap, proactively planning for enhanced Business capability.
Minimum 7 years’ experience working in a developer capacity on an enterprise CRM solution (Salesforce/Siebel).
Minimum 5 years as a Salesforce Developer/Configurator within the Service Cloud.
Prefer history of working in an e-commerce and fast paced environment
Experience with Agile methodologies
Bachelor’s degree in relevant field or related experience.
Experience with 1000+ call center agent multi-site implementation
Qualifications
Salesforce Developer and Administration Certifications (current) are required
Experience and practical application of Apex Classes, Apex Triggers, Apex Enterprise Patterns, Apex Mocks, Apex Test classes, Java Script, Lightning Components and Lightning Web Components to develop advanced customizations utilizing the Salesforce.com and Force.com platforms.
Extensive API Integration experience with third party applications.
Unique combination of being business-minded and highly analytical while also having a strong and deep technical background in Salesforce.com.
Experience leading and mentoring more junior technical resources.
Demonstrated experience leading large scale Salesforce implementations.
Able and willing to work independently and in a fast-paced environment with tight deadlines, with minimal supervision.
Excellent interpersonal skills, as well as excellent communication skills; verbal and written to both technical and non-technical audiences.
Take initiative to recommend process improvements and demonstrate creative thinking.
Experience implementing digital Solutions like Live Chat, Einstein Chat Bot, Omni Channel, Email and Social.
Experience with developing Big Objects, External object, Visual Flows, Platform Events, App exchange Products, Batch Apex.
Salesforce DX experience.
Previous NICE call center CTI integration with Salesforce a significant plus.
Previous integration experience to AWS
Experience in Salesforce GenAI would be a plus.
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