Urgent Hiring :: Salesforce Service Cloud (Product Designer) (H4 EAD/OPT EAD Only) :: Remote

[Abhay Dubey]

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Job Title: Salesforce Service Cloud Product Designer (H4 EAD/OPT EAD Only)

 

Job Location: Remote

 

Job Type: Contract

 

Interview Mode: Video

 

JOB DESCRIPTION

Overview

·              We are seeking a highly articulate and proactive Salesforce Service Cloud AMS Tech Lead to oversee the production support, maintenance, and continuous optimization of the client's customer service platform.

·              In this role, you will be the operational backbone ensuring our Service Cloud ecosystem runs flawlessly while actively supporting our customer 360 (C360) team.

·              As the AMS Tech Lead, you will balance rigorous technical problem-solving (handling complex incidents, minor enhancements, and release management) with top-tier stakeholder communication, ensuring system updates never disrupt the unified customer view.

 Key Responsibilities

AMS Operations & Service Cloud Maintenance

• 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

·              Salesforce Certified Service Cloud Consultant (Required – Must have)

·              Experience: 7+ years in Salesforce ecosystems, with 3+ years specifically leading Salesforce AMS / Production Support operations.

·              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

·              Strong familiarity with ITIL frameworks (Incident, Problem, and Change Management).

Preferred Certifications

·              Salesforce Certified Administrator/Advanced Administrator

·              ITIL Foundation Certification (A strong plus)

 

 

 

Thanks & Regards, 

Abhay

Source Infotech Inc.

E-mail: ab...@sourceinfotech.com

Hangout: waybi...@gmail.com

LinkedIn: linkedin.com/in/abhayy-dubey-a5425423a

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