Senior Staff Engineer, CRM Salesforce (Field Service Cloud & Service Cloud)

REQUIREMENTS:

• Total Experience 8+ years
• Strong hands-on experience Salesforce Service Cloud implementations with Field Service Cloud.
• Deep understanding of Salesforce Service Cloud functionality, administration, and customization
• Hands-on experience with Salesforce Lightning development, Apex, LWC, and Flows
• Experience configuring and optimizing Case Management, Service Console, Entitlements, Milestones, Knowledge Management, and Omni-Channel routing.
• Knowledge of Salesforce Field Service and Experience/Community Cloud is preferred
• Strong understanding of Salesforce integration patterns (REST API, SOAP, middleware) and data management processes.
• Experience with Async Apex, Streaming APIs, and advanced Salesforce features is a plus.
• Proven ability to mentor and lead junior team members
• Strong analytical, problem-solving, and client-facing skills.
• Experience documenting functional requirements and translating them into technical solutions.
• Familiarity with DevOps tools like Copado, Gearset, or similar for deployment and release management.
• Operational or analytical background in Sales, Marketing, or Customer Service domains is preferred.
• Salesforce certifications in Service Cloud, Platform Developer, or Administrator are a plus.

RESPONSIBILITIES:

• Writing and reviewing great quality code.
• Facilitate business process discovery sessions to identify client requirements and process gaps.
• Translate business requirements into Salesforce designs leveraging standard functionality and minimizing custom development.
• Map functional requirements to Service Cloud features including Case Management, Service Console, Entitlements, Milestones, Omni-Channel, Knowledge Management, and Live Chat.
• Configure Salesforce features such as Flows (Record-Triggered, Screen, Subflows, Error Handling), Approval Processes, Validation Rules, and automation.
• Support deployment and adoption of Salesforce Field Service and Salesforce Experience Cloud.
• Lead and mentor junior consultants and project team members on functional and technical Service Cloud best practices.
• Contribute across the full project lifecycle from strategy, visioning, design, implementation, and post-implementation support.
• Conduct workshops and collaborative design sessions with clients, providing guidance on trade-offs (configuration vs. custom code).
• Assist with change management, end-user training, and documentation for Salesforce solutions.
• Support integrations with ERP or legacy systems using REST/SOAP APIs and platform events.
• Ensure adherence to Salesforce best practices, coding standards, and governance frameworks.
• Monitor data quality, consolidation, migration, and de-duplication efforts using tools like Data Loader, DemandTools, and Excel.
• Identify risks, dependencies, and technical or functional constraints and recommend mitigation strategies.
• Provide innovative ideas, workflows, and improvements to enhance customer service solutions