Lead Salesforce - Service

Key Responsibilities

Lead the solution design and technical architecture for Salesforce Service Cloud and Field Service capabilities.

Design and build solutions for routing engines, SLA/entitlement management, dispatcher console customizations, scheduling, and technician workflows.

Architect integrations between Salesforce and enterprise systems such as CTI, scheduling engines, ERP/Inventory, IoT, and mobile workforce platforms.

Define and enforce technical standards for Apex design patterns, asynchronous processing, LWC architecture, APIs, and integration governance.

Manage Salesforce FSL core configurations, including:

Resource calendars

Territories

Operating hours

Shift patterns

Optimization rules

Troubleshoot and resolve critical technical issues related to routing failures, CTI outages, scheduling degradation, and assignment issues.

Drive performance improvements across high-volume work orders, service appointments, and mobile operations.

Review and approve technical designs, code, integration frameworks, and development solutions.

Collaborate with onsite technical leads, architects, product managers, and business stakeholders to establish technical direction.

Lead CI/CD, release planning, environment readiness, regression strategy, and cross-team technical alignment.

Drive adoption of Agentforce, Copilot, AI-powered development practices, prompt engineering standards, and smart coding accelerators to improve team productivity and solution quality.

Lead and mentor a team of offshore and onsite Salesforce engineers to ensure successful technical delivery.

Required Experience & Skills

9–11 years of Salesforce development experience, including at least 3 years in a Technical Lead role.

Strong hands-on development experience in large and fast-paced Salesforce environments.

Strong understanding of the Salesforce platform, architecture, capabilities, and limitations.

Strong expertise in Salesforce Service Cloud and Field Service Lightning (FSL).

Experience owning end-to-end technical design for D2C and B2B service processes, including:

Service Order Management

Service Scheduling and Dispatch

Work Order Management

Service Invoicing and Payments

Warranty Management

Parts Management

Strong understanding of Salesforce DevOps practices and tools such as Copado and Jenkins, including CI/CD pipeline design and optimization.

Experience designing scalable data models, security models, and complex technical solutions for Service and Field Service.

Hands-on development expertise in Apex and LWC.

Strong experience with Salesforce integrations using middleware, APIs, and event-driven architecture.

Experience integrating Salesforce with enterprise applications such as SAP and custom microservices.

Experience managing a team of approximately 8–10 offshore developers within an Agile environment.

Experience with Agentforce, Copilot, AI-powered development practices, prompt engineering, and coding accelerators.

Strong problem-solving skills with the ability to handle ambiguity, escalations, and complex technical challenges.

Excellent stakeholder communication skills, with the ability to translate business requirements into technical direction and clearly communicate expectations and trade-offs.

Certifications & Education

Bachelor's degree in Computer Science or a related field, or equivalent professional experience.

Salesforce PD1 and PD2 certifications.

Nice-to-Have Skills

Experience working in Automotive or Manufacturing service environments at scale.

Knowledge of observability, logging, and integration monitoring.

Experience with Services Analytics and Data Engineering platforms such as Tableau and Amazon Redshift.

Experience with orchestration tools such as Airflow.

Experience integrating Salesforce with ERP, Finance, Fulfillment, or Logistics systems.

Knowledge of repair processes, parts ordering and fulfillment, parts/service pricing, incentives, and order-to-cash workflows.

Proficiency in modern Java.

Must-have skills

Field Service, LWC

Good-to-have skills

apex