Senior CPQ Engineer

Senior CPQ Engineer

As a Senior CPQ Engineer, you will play a critical role in ensuring the stability and performance of our CPQ applications by taking full ownership of production support and issue resolution. This position requires a proactive approach to maintaining service quality, driving operational excellence, and collaborating across teams to deliver seamless IT service experiences. In this role, you will be joining our Service Excellence team within Application Operations, Corporate Technology (CT) as a Support Engineer – Corporate Technology.

• Take end-to-end ownership of application support for production issues resolution.
• Possess hand-on experience in Service Now, including incident management, problem resolution and workflow automation to enhance IT service delivery.
• Raises complex problems to the L3 level of expertise within organization, along with observations from investigative and diagnostic assessments.
• Co-ordinating in the investigation of repeated technical issues affecting user system and seeing through to resolution.
• Ensuring an acceptable level of IT operations performance and error risk in line with service level agreements (SLAs).
• Provide some periodical and/or emergency support (i.e. on-call support), as may be needed from time-to-time.
• Raise incidents/failures to Level 3 Support or Capability in line with the defined escalation process and drive the closure within the SLAs.
• Provide regular and high-quality updates to the customer on the progress on the incidents, including SLA breach.
• Continuously review operating metrics and data to find opportunities to improve.
• Work closely with senior and junior engineers in Service Excellence Team and coordinate the efforts with lead and manager of the team.
• Must interact with global teams in time zones spanning UK, US, APAC areas.
• Resolve customer service issues and thoughtfully handle complex customer service problems.
• Lead customers: expectations and experience in a way that results in high customer satisfaction.
• Assist with the design and delivery of product and other technical training.
• Review support cases for technical and solve accuracy.
• Define and describe technical standard processes.
• You will also be asked to create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the Salesforce community.
• Design, develop, test, deploy, and maintain complex workflows rules, validation rules, formulas, custom workflow, automated approvals, process builder, page layouts, custom fields/objects, and other  customizations based on industry guidelines as well as business needs.
• Develop highly interactive UI using Lightning Design System, Visual force, JavaScript, and jQuery technologies.
• Ongoing systems administration, configuration, end-user support and maintenance of  and other related tools.
• Create/maintain user accounts and interact with end-users to fix and resolve issues and questions.
• Day to day maintenance and support of Salesforce including complex product and pricing rules and guided selling workflows.
• Solve and fix defects for planned releases and production issues, research and find opportunities to apply SFDC protocols, guidelines to improve system productivity, scaling, and monitoring.
• Understanding of Incident Management, Problem Management processes.

• Hands-on experience of working 2-5 years on Salesforce CPQ & Sales cloud.
• One or more  certifications (e.g., CPQ, Administrator, Advanced Administrator, Community).
• Knowledge and experience with both Salesforce Classic and Lightning UI's.
• Experience integrating and maintaining salesforce with third-party systems.
• Knowledge of Salesforce platform standard and custom capabilities (e.g., standard, and custom fields, validation rules, formulas, page layouts and record pages, custom object and relationships, approvals, and security).
• Knowledge of Salesforce platform automation abilities and practical application of Process Builders, Flows, Visualforce, APEX programming,  APIs, REST API's and Web Services.
• Experience conducting QA Tests on changes to  deployment including handling…