Job description
Salesforce Technical Lead - Service
Job Title
Salesforce Technical Lead - Service
Job Description
- Deliver solution design for Service and Field Service features for D2C and B2B business using Service cloud and Field Service Lightning
- Lead architecture and build of routing engines, SLA/entitlement logic, dispatcher console customizations, and technician workflows.
- Architect enterprise integrations with CTI, scheduling engines, ERP/Inventory, IoT, and mobile workforce systems.
- Define standards for Apex design patterns, async strategy, LWC architecture, and resilient API governance.
- Manage and update FSL core modeling: resource calendars, territories, skills, operating hours, shift patterns, and optimization rules.
- Resolve critical incidents involving routing failures, CTI outages, scheduling degradation, or assignment breakdowns.
- Drive performance improvements across high volume work orders, service appointments, and mobile operations.
- Review and approve technical designs, code, and integration frameworks produced by developers.
- Coordinate with onsite leads, architects and product managers to align technical direction and design for Service features
- 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 enhance team productivity and technical design quality.
- Lead team of offshore and onsite engineers for technical delivery
Academic
Bachelor's in Computer Science or related field or equivalent work experience
Salesforce PD1 and PD2 certification
Business Experience
9-11 years of Salesforce Development Experience with at least 3 years as Technical lead
Key Experience/Competencies
- Hands-on Development experience (must) in large and fast paced Salesforce environment
- Strong understanding of the Salesforce platform, including its architecture, capabilities and constraints.
- Strong understanding of Salesforce service cloud and Salesforce FSL.
- Experience owning end to end technical design for D2C and B2B service including Service order management, service scheduling/dispatching, work order management, service invoicing/payments, warranty and parts management
- Deep understanding of DevOps practices and tools such as Copado and Jenkins, including designing and optimizing CI/CD pipelines.
- Experience in building scalable data models, security models, and complex technical solutions for Service and field services
- Hands-on development skills in Apex, LWC and Integration using middleware solution or Events/API
- Hands on integration experience with Corporate applications (SAP etc.) and custom microservices
- Experience managing a team of 8-10 offshore developers in Agile development.
- Experience in Agentforce, Copilot, AI‑powered development practices, prompt engineering standards, and smart coding accelerators to enhance team productivity and technical design quality.
- Self-driven and ability to handle handles ambiguity and escalations.
- Excellent Stakeholder communication (Written/verbal). Ability to translate business outcomes into technical direction, set expectations and tradeoffs clearly.
- Experience in Automotive or remanufacturing service environment is a plus
Experience/Competencies (Nice to Have)
- Experience in Automotive or Manufacturing service environment at scale
- Knowledge of observability, logging, and integration monitoring patterns
- Experience in Services Analytics and Data Engineering platforms like Tableau, Amazon Redshift and orchestrator tools like Airflow.
- Experience working with ERP, finance, fulfillment, or logistics systems integrated with Salesforce
- Familiarity with Repair Process, Parts ordering and fulfillment, Part and Service pricing, incentives, or order‑to‑cash workflows
- Proficiency in modern JavaScript beyond basic LWC usage