Salesforce Service Cloud Technical Lead

7 days ago

San Francisco, California, United States WEX, Inc. Full time

About the Position

We are seeking a seasoned Salesforce Service Cloud expert to spearhead the design and implementation of innovative solutions that drive customer service excellence. As a key member of our team, you will bridge business needs with technical capabilities, ensuring seamless integration of Salesforce Service Cloud features.

Your Impact

  1. Needs Analysis:
    • You will collaborate closely with stakeholders to gain in-depth insights into their customer service challenges and desired outcomes.
    • Critical thinking skills will be essential in conducting workshops and interviews to gather detailed requirements for Service Cloud solutions.
    • You will analyze existing customer service processes to identify areas ripe for improvement.
  2. Solution Design:
    • With your expertise, you will design and configure Service Cloud features such as case management, knowledge management, omni-channel routing, and self-service portals.
    • Developing solutions that leverage Service Cloud automation tools will be crucial in streamlining workflows and enhancing agent efficiency.
    • You will create comprehensive solution design documents, including process flows, data models, and user interface mockups.
    • Aptitude for developing complex Service Cloud customizations, encompassing Apex classes, triggers, Visualforce pages, Lightning components, and integrations with other systems, is highly desirable.
  3. Implementation and Support:
    • You will oversee the implementation of Service Cloud solutions, ensuring meticulous adherence to design specifications and best practices.
    • Providing guidance and support to developers and administrators during the implementation process will be vital.
    • Thorough testing and quality assurance will be necessary to ensure solutions meet business requirements.
    • Collaboration with telephony integration, Genesys CX Cloud, etc., will be required.
  4. Continuous Improvement:
    • Maintenance of high-quality Service Cloud solutions necessitates ongoing performance monitoring and effectiveness evaluation.
    • You will identify opportunities for optimization and enhancement, staying current with the latest Service Cloud features and releases.

Your Qualifications

  • Prior experience in designing and implementing Salesforce Service Cloud solutions is mandatory.
  • A strong understanding of customer service principles and best practices is crucial.
  • Hands-on experience with Service Cloud features like case management, knowledge management, and omni-channel is essential.
  • Familiarity with Salesforce configuration and customization, including workflows, validation rules, and process builders, is highly valued.
  • Salesforce Service Cloud Consultant certification (preferred) demonstrates advanced expertise.
  • Salesforce Administrator certification is also advantageous.

The base pay range represents the anticipated low and high end of the compensation scale for this position. Actual salaries will vary based on qualifications, skills, competencies, and proficiency for the role. Base salary is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles typically qualify for a quarterly or annual bonus based on their role and applicable plan. WEX offers comprehensive benefits to support your personal and professional well-being. Benefits include health, dental, and vision insurances, retirement savings plans, paid time off, health savings accounts, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. The estimated salary for this position is $142,900.00.

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