Job details

Associate Principal Engineer - Salesforce Service Cloud Architect

Company Description

We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (18000+ experts across 37 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in!

Job Description

Design and architect Salesforce Service Cloud solutions that align with business objectives and scalability needs.
Define the architecture for Service Cloud functionalities such as case management, Omni-Channel, Knowledge Base, Entitlements, and Milestones.
Ensure solutions adhere to Salesforce best practices, and meet security, scalability, and compliance standards.
Lead and mentor a team of Salesforce developers, administrators, and consultants.
Provide technical guidance and oversee the delivery of Service Cloud solutions.
Conduct code reviews to ensure high-quality implementation and adherence to best practices.
Work closely with business stakeholders to understand requirements and translate them into technical solutions.
Act as a trusted advisor, recommending Salesforce capabilities to enhance customer service operations.
Collaborate with cross-functional teams, including marketing, sales, and IT, to ensure seamless integration of Service Cloud with other systems.
Design and implement integrations between Salesforce and external systems using APIs, middleware (e.g., MuleSoft), and ETL tools.
Automate service workflows and processes using tools such as Flow, Process Builder, and Apex.
Monitor system performance and identify opportunities for improvement.
Implement best practices to optimize Service Cloud functionality and user experience.
Design and deliver advanced reports and dashboards to provide actionable insights for customer service teams.
Enable data-driven decision-making by leveraging Service Cloud analytics and reporting capabilities.
Conduct training sessions for users and team members to ensure the successful adoption of Service Cloud solutions.
Develop technical documentation and user guides for implemented solutions.

Qualifications

Experience:

Minimum 8+ years of Salesforce experience with a focus on Service Cloud.
Proven track record of designing and implementing end-to-end Service Cloud solutions.

Technical Skills:

Expertise in Apex, Visualforce, Lightning Web Components (LWC), and SOQL.
Strong knowledge of Salesforce Service Cloud features, including Omni-Channel, Case Management, Knowledge Base, Entitlements, and Milestones.
Experience with integration tools and APIs (e.g., REST/SOAP) and middleware platforms like MuleSoft.
Familiarity with DevOps tools such as Copado, Gearset, or Jenkins for deployment.

Certifications:

Salesforce Certified Service Cloud Consultant (Must have).
Salesforce Certified Application Architect/System Architect (Must Have).
Salesforce Certified Platform Developer I/II (Preferred).

Additional Information

Disclaimer: Nagarro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will be afforded equal employment opportunities without discrimination based on race, creed, color, national origin, sex, age, disability, or marital status.

Average salary estimate

$140000 / YEARLY (est.)

min

max

$120000K

$160000K

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What You Should Know About Associate Principal Engineer - Salesforce Service Cloud Architect, Nagarro

As an Associate Principal Engineer - Salesforce Service Cloud Architect at Nagarro, you'll be at the forefront of creating innovative solutions that truly align with business goals. Imagine designing and architecting Salesforce Service Cloud solutions that enhance customer experiences and bolster support operations. You’ll lead the charge in defining the architecture for key functionalities like case management and Omni-Channel services, ensuring all solutions adhere to Salesforce best practices. You won't just be building; you'll also be mentoring a talented team of Salesforce developers and fostering a dynamic, collaborative environment. Your technical acumen will be leveraged as you conduct code reviews, oversee delivery, and engage with stakeholders to translate their needs into robust technical solutions. Integration is key in our work, and you’ll be tasked with designing seamless connections between Salesforce and external systems using APIs and middleware tools such as MuleSoft. Your creative problem-solving skills will shine as you automate workflows and monitor system performance, while your analytical mindset will help you deliver impactful reports and dashboards. In this role, you’ll also play an essential part in training users and developing comprehensive documentation, ensuring adoption of our cutting-edge Service Cloud solutions. Join us in our remote setting and contribute to a company that celebrates creativity and collaboration across its global team of experts. Let’s build the future together!

Frequently Asked Questions (FAQs) for Associate Principal Engineer - Salesforce Service Cloud Architect Role at Nagarro

What are the main responsibilities of the Associate Principal Engineer - Salesforce Service Cloud Architect at Nagarro?

The Associate Principal Engineer - Salesforce Service Cloud Architect at Nagarro is responsible for designing and architecting Salesforce Service Cloud solutions, leading a team of developers, and ensuring that solutions align with business objectives. This includes defining architecture for functionalities such as case management and Omni-Channel, conducting code reviews, and providing technical guidance for successful implementation.