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Job Details
Key Responsibilities:
Serve as a Trusted Advisor, drive conversations with our customer's Business Stakeholders armed with best practices for enterprise architecture functions such as Security, Performance, Development Process, Release Management and Application Governance.
Solve highly visible, technical, global and strategic, enterprise cases and ensure highest levels of customer satisfaction with exposure to all skill groups/areas of the product/platform for the most critical issues
Provide proactive support, including but not limited to; proactive system/limit monitoring and communications, deep Splunk analysis, working with CCE and Technical Enablement teams on proactive tuning, and providing recommendations to minimise potential service disruptions.
Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues
Assist developers in troubleshooting their integration with Salesforce APIs, Apex, Visualforce and implementation of other Salesforce developer products. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.
Serve as a Subject Matter Expert (SME) exhibiting the highest level of expertise in providing Salesforce Support. The SME may be asked to review, improve, and approve technical work; to guide others; and to mentor or teach.
Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community. Share best practices with team members to enhance the quality and efficiency of customer support.
Have familiarity with and participate in a follow the sun support model providing consistent hand-offs to the next geography as dictated by the severity and urgency of issues.
Ability to orchestrate all Salesforce teams efforts and ensure we are single point of contact for all post sales support activities.
Required Skills/Experience Common
Deep understanding of Salesforce Multi-tenant architecture
Bachelor's degree in computer science or equivalent experience
Solid prior experience in Technical Support and/or 3+ years with development experience
Demonstrated analysis, problem solving and skills troubleshooting expertise
Ability to effectively prioritize and escalate customer issues as required
Comfortable interacting with all levels of customer and SFDC management
Experience with Apex, Visualforce and the Lightning Component Framework.
Advanced knowledge of Salesforce permissions, roles, reports, dashboards, etc.
Experience with APIs and integrations.
Experience with Triggers, Flows, and Batch Apex.
Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
Understanding of database concepts and data management (RDBMS) and SQL
Solid understanding of Object-Oriented design and core programming concepts
Solid knowledge of XML, preferably experience using server-to-server web services (SOAP)
Strong experience in both the front-end web tier (JavaScript, AJAX, HTML, DHTML, CSS, and cross-browser development) and back-end (Java,.Net, SQL) software development
Understanding of integration technologies: Computer Telephony Integration, DataCleanse/De-Duplication;Data Replication, Transactional data to and from Salesforce objects.
Preferable Skills/Experience:
LWC and Apex code experience
Certified Salesforce Developer (DEV401) (Optional)
Certified App Builder (Optional)
ADM 201 (Optional)
CRM domain knowledge
Previous experience with Salesforce CRM and its technologies
Preferable Skills/Experience - CME/CPQ/ Vlocity
Two+ years of Vlocity CPQ / Salesforce Industries Experience
Deep understanding of Vlocity Communications, Media, and Energy
Experience in End to End flow in Vlocity CPQ and OM
Hands-on experience with ESM(B2B journey) and LWC CPQ
Hands-on experience with Digital Commerce API and Cart Based API
Hands-on experience in EPC, Interfaces Implementations, Vlocity Rules, Context Rules and Advanced Pricing
Hands-on experience in Industries Order Management, Order Decomposition, Order Orchestration
Experience in Calculation Procedures and Matrices, Vlocity DataRaptor, Vlocity Cards, Vlocity Integration Procedures, Vlocity OmniScript.
Experience in migration tools such as Vlocity Salesforce Industries Migration using Vlocity Salesforce Industries Build.
Salesforce Certified Industries CPQ Developer
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