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Salesforce Onshore Tech Lead

Job Location:

Benton Harbor, MI - USA

Monthly Salary: Not provided by the employer

Posted: 24 June 2026 (30+ days ago)

Application Deadline: 21 September 2026

Vacancies: 1 Vacancy

Title: Salesforce Tech Lead Onshore

Work location: Benton harbor MI (Hybrid)

Duration: 12 Months

What are must-have skill for this role: Salesforce Service cloud developer
Years of experience required for each skill. 6 Years
Consultants are required to have active certifications: Salesforce Service Cloud Consultant

Responsibilities:

We are seeking a highly articulate and proactive Salesforce Service Cloud AMS Tech Lead to oversee the production support maintenance and continuous optimization of the clients customer service this role you will be the operational backbone ensuring our Service Cloud ecosystem runs flawlessly while actively supporting our customer 360 (C360) team.
As the AMS Tech Lead you will balance rigorous technical problem-solving (handling complex incidents minor enhancements and release management) with top-tier stakeholder communication ensuring system updates never disrupt the unified customer view.

Key Responsibilities:

AMS Operations & Service Cloud Maintenance

Incident & Problem Management: Lead the triage root-cause analysis and resolution of complex Tier 2/3 Service Cloud issues (Omni-Channel Case Management Knowledge Routing Rules and Integrations).
System Health & Stability: Monitor system performance Apex limits error logs and data integrity to proactively prevent business disruption.
Minor Enhancements & Releases: Design and deploy minor enhancements bug fixes and configuration updates using Salesforce Flows Apex and LWC while overseeing the deployment pipeline (CI/CD).
Salesforce Releases: Evaluate the impact of Salesforces tri-annual upgrades on existing customizations and ensure zero downtime.

C360 Integration Support & Data Governance

Data Pipeline Continuity: Monitor and maintain the interfaces and middleware (MuleSoft APIs Data Cloud) connecting Service Cloud to the broader C360 platform ensuring zero data drops in the unified customer profile.
Cross-Functional Triage: Partner closely with the C360 data and engineering teams to quickly resolve data synchronization issues or identity resolution discrepancies.
Impact Analysis: Review proposed service modifications to ensure they do not break downstream C360 analytics or Customer 360 views.

Communication & SLA Management

SLA Ownership: Drive the support team to meet or exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for incident resolution and system uptime.
Clear Stakeholder Communication: Act as the primary technical voice during critical system outages (P1/P2 incidents) providing clear non-technical updates to business leaders and the C360 team.
Knowledge Management: Lead the creation of technical runbooks support documentation and root-cause analysis (RCA) reports to prevent recurring issues.

Required Skills & Qualifications

Experience: 7 years in Salesforce ecosystems with 3 years specifically leading Salesforce AMS / Production Support operations.
Service Cloud Expertise: Deep hands-on knowledge of Service Cloud configurations (Omni-Channel Live Chat Case Feed) and debugging custom code (Apex LWC Triggers).
C360 & Integration Savvy: Solid understanding of REST/SOAP APIs middleware and how Salesforce handles data sharing with external enterprise data hubs/Data Cloud.
ITSM Tools: Proficient with ticketing and dev tools like Jira ServiceNow

Professional & Communication Skills

Crisis Communication: Calm under pressure with the ability to clearly articulate technical failures and recovery steps to business partners during high-severity incidents.
Collaboration: Strong peer-to-peer relationship skills to seamlessly collaborate across separate support queues (Service Desk vs. C360 Data Team).
Process-Driven: Strong familiarity with ITIL frameworks (Incident Problem and Change Management).

Preferred Certifications