Salesforce Service Cloud Tech Lead

WEX, Inc.
life insurance, paid time off, tuition reimbursement
United States, Maine, Portland
1 Hancock Street (Show on map)
Oct 30, 2024
About the Team/Role We are looking for a passionate and experienced Salesforce Service Cloud Technical Lead to join our team. In this role, you will be a key player in designing and implementing innovative solutions on the Salesforce Service Cloud platform that optimize customer service operations and elevate the customer experience. You will be a bridge between business needs and technical capabilities, ensuring solutions are both effective and scalable. How you'll make an impact Needs Analysis: Collaborate with stakeholders to deeply understand their customer service challenges and desired outcomes. Conduct workshops and interviews to gather detailed requirements for Service Cloud solutions. Analyze existing customer service processes and identify areas for improvement. Solution Design: Design and configure Service Cloud features like case management, knowledge management, omni-channel routing, and self-service portals. Develop solutions that leverage Service Cloud automation tools to streamline workflows and improve agent efficiency. Create detailed solution design documents, including process flows, data models, and user interface mockups. Develop and implement complex Service Cloud customizations, including Apex classes, triggers, Visualforce pages, Lightning components, and integrations with other systems. Implementation and Support: Oversee the implementation of Service Cloud solutions, ensuring alignment with design specifications and best practices. Provide guidance and support to developers and administrators during the implementation process. Conduct thorough testing and quality assurance to ensure solutions meet business requirements. Collaboration with telephony integration, Genesys CX Cloud etc. Continuous Improvement: Monitor the performance and effectiveness of Service Cloud solutions. Identify opportunities for optimization and enhancement. Stay up-to-date on the latest Service Cloud features and releases. Experience you'll bring Proven experience in designing and implementing Salesforce Service Cloud solutions. Strong understanding of customer service principles and best practices. Hands-on experience with Service Cloud features like case management, knowledge management, and omni-channel. Experience with Salesforce configuration and customization, including workflows, validation rules, and process builders Salesforce Service Cloud Consultant certification (preferred). Salesforce Administrator certification is a plus. The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay 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 are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section. Pay Range: $134,000.00 - $178,000.00