W2 Contract Only || Salesforce Tech Lead || Benton harbor, MI || 10+ Years exp and Lead exp. Must

Position: Salesforce Lead
Location: Benton harbor MI (Hybrid role)- Relocation candidate accepted
W2 Contract

Consultants are required to have active certifications: Salesforce Service Cloud Consultant
Need 10 Years candidate if not lead

Job Responsibilities:
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
Technical Requirements
Experience: 7 years in Salesforce ecosystems with 3 years specifically leading Salesforce AMS / Production Support operations.

Must have Salesforce Service cloud
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
Salesforce Certified Administrator / Advanced Administrator
ITIL Foundation Certification (A strong plus)