Senior Salesforce Service Cloud Engineer
Senior Salesforce Service Cloud Engineer
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Job Description
Marqeta is looking for talented Senior Salesforce Service Cloud Engineer to join our Business Systems Engineering team. As a Senior Salesforce Service Cloud Engineer you will be responsible for designing developing and implementing customized solutions within the Salesforce Service Cloud platform ensuring efficient customer service operations by building features like case management knowledge bases and automation workflows using Apex code and Lightning web components while also troubleshooting technical issues related to Service Cloud implementations.
The Impact Youll Have
- Develop declarative AND programmatic solutions to business requirements in the Salesforce environment.
- Help in the design and architecture of the custom components in the project build.
- Customize Service Cloud features like Case Management Knowledge Management Omni-Channel Routing and Service Console to meet business requirements.
- Implement custom workflows using Salesforce Flow and Process Builder for automation.
- Configure and manage queues assignment rules and auto-response rules to ensure smooth case routing and escalation.
- Set up and manage Knowledge Articles Communities and Self-Service Portals to empower customers with self-service options.
- Develop and maintain API integrations between Salesforce Service Cloud and internal Marqeta applications.
- Collaborate with integration teams to ensure seamless data flow and synchronization across systems.
- Implement and configure Salesforce Einstein for AI-driven customer service solutions like chatbots case classification and predictive routing.
- Ensure Omni-Channel Routing works effectively for managing customer interactions from various channels and improving response times.
- Configure and optimize live chat and chatbots to provide immediate assistance and improve customer satisfaction.
- Monitor system performance and user adoption to identify bottlenecks and areas for improvement.
- Stay up to date with data privacy regulations and ensure that Service Cloud configurations comply with these standards.
- Work closely with cross-functional teams such as Production Support Cardholder Support KYC and Disputes to align Service Cloud configurations with business needs and objectives.
- Provide technical expertise and consult on best practices for leveraging Salesforce Service Cloud to improve customer service operations.
- Ensure all changes to Salesforce configurations and customizations are logged tracked and documented for SOX audit purposes.
- Perform regular assessments and testing of Salesforce Service Cloud configurations and integrations to ensure they meet SOX and ITGC requirements.
Expectations
- Strong proficiency in Salesforce Service Cloud configuration and customization.
- In-depth knowledge of Salesforce automation tools like Flow as well as integration tools like REST/SOAP APIs and Apex.
- Familiarity with Salesforce Lightning and Lightning Web Components to create a modern user-friendly interface for customer service agents.
- Expertise in Salesforce Einstein features and AI-driven tools to enhance customer service.
- Ability to troubleshoot and resolve complex issues related to Service Cloud setup automation or integrations.
- Strong analytical skills to interpret data and develop meaningful insights from service metrics.
- Ability to optimize workflows reduce inefficiencies and suggest process improvements.
- A deep understanding of customer service processes and the ability to translate them into functional Salesforce configurations.
- Focus on creating a seamless and intuitive user experience for both agents and customers using Service Cloud.
- Stay up to date with the latest Salesforce releases and innovations particularly around Service Cloud AI automation and reporting.
- Be an advocate for new tools features and processes that improve efficiency and enhance customer experiences.
- Ability to translate complex technical concepts into easily understandable terms for non-technical stakeholders.
- Provide clear and concise documentation and training materials to ensure knowledge transfer.
- A solid understanding of data security privacy regulations and compliance requirements in customer service environments.
- Ensure that all system access data integrity and user authorization are compliant with ITGC policies.
Qualifications:
- Masters Degree or Bachelors Degree in Information Technology or related field.
- 6 years of Salesforce development experience.
- Extensive knowledge of Salesforce primary clouds (Sales Service & Experience).
- Highly proficient with LWC Apex Flows SOQL.
- Good knowledge of REST and SOAP based Web services Salesforce event driven architecture.
- Good knowledge of Salesforce Data & Security Model.
- A Salesforce Platform Developer I certification and Service Cloud Consultant certification is considered a strong advantage
- Strong problem-solving skills.
- Systematic thinking and logical skills.
Our (typical) process:
- Application submission
- Recruiter call
- 45 min Hiring Manager Video Call
- Virtual Onsite consisting of three 45-60 minute rounds
- Offer!
Compensation and Benefits
Marqeta is a Flex First company which allows you to choose your best working environment whether that be from home or at a company office. To support Flex First we calibrate pay to a competitive value according to working location.
When determining salaries we consider several factors including but not limited to skills prior experience and work location. The new-hire base salary range for this position reflected in CAD is: 107100 - 133900.
We also believe in recognizing the contributions of our people. Thats why we award annual bonuses to eligible employees rewarding both individual performance and the success of the entire company.
Along with monetary compensation Marqeta offers
- Multiple health insurance options
- Flexible vacation time
- Retirement savings program with company contribution
- Equity in a publicly-traded company
- Monthly stipend to support our remote work model
- Annual development dollars to support our people growth and development
- Family-forming benefits and up to 20 weeks of Parental Leave
Required Experience:
Senior IC
Employment Type
Full Time
