**Job description:** We are looking for an experienced Salesforce Service Cloud Tech Lead to join our dynamic team. The ideal candidate will be responsible for designing, implementing, and optimizing Salesforce Service Cloud solutions. This role requires leadership, strong technical expertise, and experience in delivering customer service solutions on the Salesforce platform, ensuring seamless integration with other systems and a high-quality user experience. **Key responsibilities:** + Technical Leadership: Lead the design, architecture, and implementation of Salesforce Service Cloud solutions. + Customization & Configuration: Oversee the customization and configuration of Service Cloud features like case management, knowledge base, and service automation (e.g., flows, process builder). + System Integration: Integrate Salesforce Service Cloud with third-party applications (e.g., telephony, chatbots, knowledge management tools) to streamline customer service operations. + Optimizing Processes: Analyze business requirements and implement scalable solutions that enhance efficiency and improve customer service operations using Service Cloud features. + Automation: Create and implement automation using tools like Flows, Process Builder, and Apex triggers to optimize service processes. + Troubleshooting & Support: Act as the technical point of escalation for complex issues, troubleshooting, and providing effective solutions. + Code Reviews & Best Practices: Ensure adherence to Salesforce best practices, code quality, and governance policies. Conduct code reviews and ensure consistent documentation. + Collaboration: Work closely with business users, Salesforce administrators, project managers, and other technical teams to deliver high-quality solutions on time. + Training & Knowledge Sharing: Provide training and mentorship to junior developers, administrators, and other team members on Salesforce Service Cloud best practices. + Continuous Improvement: Lead continuous improvement initiatives to enhance service delivery, leveraging new Salesforce features and industry best practices. + Resource Management: Collaborate closely with project team members (onshore and offshore) to ensure seamless project execution. Resource allocation and work prioritization, effort estimations with respect to delivering as per agreed timelines, guiding developers with technical solutions and best practices. **Must Have Skills:** + Salesforce Service Cloud Expertise: Minimum 8 years of Salesforce projects execution with at least 3 years in lead role. In-depth knowledge of Salesforce Service Cloud features including case management, knowledge base, service console, Live Agent, Omni-Channel, and Entitlements. + Salesforce Development Skills: Hands-on experience with Apex, Lightning Web Components (LWC), writing SOQL queries and optimization, configuration and admin skills, Visualforce, and Salesforce Flows, Git and Deployment (SFDX). + Integration Experience: Strong experience integrating Salesforce Service Cloud with third-party systems (e.g., telephony systems, chat tools, and external databases) using REST/SOAP APIs, middleware platforms, or custom solutions. + Automation & Process Optimization: Expertise in automation tools such as Salesforce Flows, Process Builder, and Workflow Rules to optimize business processes and improve service delivery. + Technical Leadership: Proven ability to lead a team of developers, providing technical guidance and ensuring high-quality code delivery. + Agile Methodologies: Experience working in an Agile development environment and applying Agile principles to manage development work and meet business needs. + Problem-Solving: Excellent troubleshooting skills and the ability to quickly resolve complex technical issues. + Communication and Engagement Skills: Excellent leadership, stakeholder management and communication skills to speak and present to the client. + Salesforce Best Practices: Strong knowledge of Salesforce development best practices, governance, and security. **Nice to have skills:** + Salesforce Lightning Experience: Familiarity with Salesforce Lightning Experience and customization of Lightning pages, components, and layouts. + Salesforce CPQ (Configure Price Quote): Understanding of Salesforce CPQ (Configure, Price, Quote) processes, if applicable to the business environment. + Experience with Service Automation Tools: Familiarity with tools such as Einstein Bots, Service Cloud Voice, or other AI-driven solutions within Salesforce. + DevOps & CI/CD: Experience with DevOps tools, continuous integration, and continuous deployment (CI/CD) processes for Salesforce development. + Analytics & Reporting: Experience with Salesforce reports and dashboards to monitor Service Cloud performance and deliver insights to the business. + Salesforce Field Service Lightning (FSL): Experience with Salesforce FSL for managing field service operations (if relevant). + Other Salesforce Clouds: Experience with other Salesforce clouds such as Sales Cloud, Marketing Cloud, or Community Cloud is a plus. **Education:** + Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field (or equivalent experience). + Salesforce certifications (such as Salesforce Certified Administrator, Salesforce Certified Platform Developer I/II, Salesforce Certified Service Cloud Consultant etc.) are preferred **Life at Capgemini** Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer: + Collaborating with teams of creative, fun, and driven colleagues + Flexible work options enabling time and location-based flexibility + Company-provided home office equipment + Virtual collaboration and productivity tools to enable hybrid teams + Comprehensive benefits program (Health, Welfare, Retirement and Paid time off) + Other perks and wellness benefits like discount programs, and gym/studio access. + Paid Parental Leave and coaching, baby welcome gift, and family care/illness days + Back-up childcare/elder care, childcare discounts, and subsidized virtual tutoring + Tuition assistance and weekly hot skill development opportunities + Experiential, high-impact learning series events **About Capgemini** Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion. **Get the future you want | www.capgemini.com (http://www.capgemini.com#\_blank)** **Disclaimer** Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law. This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship. Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact. Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process. Applicants for employment in Canada must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in Canada by Capgemini. **Job:** _Developer_ **Organization:** _NA APPS CAN INDUSTRIES_ **Title:** _Salesforce Service Cloud Tech Lead_ **Location:** _CAN-AB-Calgary_ **Requisition ID:** _077845_