Salesforce Service Cloud Tech Lead

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.

• 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 (Mule Soft, 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.

• 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, Service Now

• Salesforce Certified Administrator / Advanced Administrator