Salesforce Service Cloud Solution Expert

Job Description About the Role: We are seeking a highly motivated Salesforce Technical Consultant to provide L2/L3 application support, technical troubleshooting, bug fixing, minor enhancements, and release support for a complex Salesforce Service Cloud ecosystem. The consultant will work closely with the Salesforce Technical Lead, Integration Lead, and Data Cloud Lead to ensure operational stability, faster incident resolution, and continuous improvement of the platform. This role requires a strong foundation in Salesforce development and configuration combined with a production support mindset. Key Responsibilities Application Support Provide L2/L3 support for Salesforce Service Cloud applications.Investigate, troubleshoot, and resolve production issues.Perform incident analysis and identify root causes.Support business users during issue triage and resolution.Participate in Sev-1 and Sev-2 incident investigations. Salesforce Administration & Configuration Support And Maintain Service CloudCase ManagementOmnichannelQueuesAssignment RulesEscalation RulesApproval ProcessesReports and DashboardsValidation RulesPermission SetsProfilesFlows Development & Enhancement Support Develop And Maintain Apex ClassesApex TriggersBatch ApexQueueablesLWCsAura Components (where applicable)Flow AutomationsREST IntegrationsCustom APIs Responsibilities Include Bug fixesPerformance improvementsSmall enhancement deliveriesTechnical debt remediation Integration Support Assist Integration Lead In API troubleshootingMiddleware issue investigationsInterface monitoringData synchronization issuesError log analysis Support Integrations Involving Salesforce APIsSAP InterfacesMiddleware PlatformsCTI SystemsEnterprise Applications Data Cloud Support Collaboration Work Closely With Data Cloud Lead To Investigate data synchronization issues.Support customer profile reconciliation activities.Analyze source data issues.Validate integration flows feeding Data Cloud. (Data Cloud design ownership remains with the Data Cloud Lead.) Release & Deployment Support Participate in CI/CD and deployment activities.Support change implementation activities.Validate deployments across environments.Execute smoke testing and production verification. Monitoring & Continuous Improvement Monitor recurring incidents and defects.Identify opportunities for automation and optimization.Maintain technical documentation.Contribute to support runbooks and knowledge repositories. Required Experience Overall Experience 45 years of Salesforce experience.Minimum 2 years supporting Salesforce production environments.Experience in Managed Services or Application Support engagements preferred. Mandatory Salesforce Skills Strong hands-on experience in: Salesforce Platform Service CloudData ModelSecurity ModelSharing & VisibilityReports & DashboardsPermission Sets Automation Record Triggered FlowsScreen FlowsScheduled FlowsApproval Processes Development ApexTriggersSOQL/SOSLLWCAsynchronous ApexTest Classes Must be capable of independently performing code debugging and issue analysis. Integration Knowledge Working Knowledge Of REST APIsSOAP APIsJSONOAuthNamed Credentials Experience Troubleshooting Integration Failures Is Highly Preferred. Contact Center Experience (Preferred) Experience Supporting Salesforce Service CloudCTI integrationsOmnichannelAgent Desktop solutionsCustomer Service Operations Exposure To One Or More GenesysAmazon ConnectNICECiscoAvaya will be considered a strong advantage. Production Support Competencies Must Have Experience In Incident ManagementRoot Cause AnalysisDefect ResolutionLog AnalysisDeployment SupportUser Support Ability to work in a ticket-driven support environment. Mandatory Technical Assessment Areas Candidate Should Be Able To Demonstrate Salesforce Apex DebuggingLWC DevelopmentFlow TroubleshootingSecurity TroubleshootingSOQL Optimization Support Operations Incident AnalysisRoot Cause InvestigationDefect FixingImpact Assessment Integration Support API Failure AnalysisError Log InterpretationData Synchronization Troubleshooting Certifications Mandatory At Least One Salesforce AdministratorSalesforce Platform Developer I Preferred Salesforce Service Cloud ConsultantSalesforce Platform App BuilderSalesforce AI AssociateSalesforce Associate .