We're committed to bringing passion and customer focus to the business.
As a Sr. Salesforce Service Cloud Engineer, you will architect, configure, and optimize our Salesforce platform with a dedicated focus on Service console solution, to drive efficiency and accuracy. You will take the lead on implementing best practices, ensuring the platform is scalable, and serving as the go-to subject matter expert.
KEY RESPONSIBILITIES 5–8 bullets. Start with strong action verbs. Focus on outcomes, not tasks.
- Architect and implement scalable, best-practice solutions to support complex product catalogs, bundling, pricing structures, and renewal/amendment processes.
- Work closely with Customer care Business stakeholders to design, build, and help validate Salesforce Service console solution.
- Develop innovative solutions to support critical Business applications on Experience cloud, Learning Services Tools and Surveys
- Configure and customize Service Console, Omni-Channel, Case Management, and Knowledge Base.
- Integrate Service Cloud with external systems (ERP, telephony, email) using REST/SOAP APIs.
- Design and maintain complex Salesforce configurations including Flows, validation rules, page layouts, and Lightning pages to support the end-to-end solution that engage customer support agents
- Develop and maintain comprehensive technical documentation, solution designs, and best practice guidelines.
- API Integration Development: Develop and maintain integrations between Salesforce and other critical vendor services, including: Telephony Services, AI Chat platform, Gainsight using REST and SOAP APIs.
- Perform complex data analysis and extraction using SOQL, Data loader, Workbench, and other tools to support CPQ data integrity, reporting, and strategic projects.
- Collaborate closely with Marketing, Ecommerce, and other cross-functional teams to ensure the solution aligns with broader business objectives.
QUALIFICATIONS Include baseline must-haves only. Preferred criteria belong in the job posting, not here.
- BE/B.Tech degree in a technical field or equivalent work experience.
- 5+ years of hands-on Salesforce experience specifically focused on implementing and managing Salesforce core platform and Service Cloud.
- Strong expertise in Apex, Lightning Web Components (LWC), SOQL/SOSL, and JavaScript.
- In-depth knowledge of Service Cloud, including Case Management and Console apps.
- Proven experience configuring and customizing Omni channel support, Case routing, EmailMessage.
- Excellent troubleshooting and debugging skills.
- Ability to work effectively in the EST time zone (Amer/New York).
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Skills Required
- BE/B.Tech degree in a technical field or equivalent work experience
- 5+ years hands-on Salesforce experience focused on core platform and Service Cloud
- Strong expertise in Apex, Lightning Web Components (LWC), SOQL/SOSL, and JavaScript
- In-depth knowledge of Service Cloud including Case Management and Console apps
- Proven experience configuring Omni-Channel, Case routing, and EmailMessage
- Excellent troubleshooting and debugging skills
- Ability to work effectively in the EST time zone (America/New York)
What We Do
We help media visionaries create art that colors our perceptions and enriches our culture. We make innovative technology and collaborative tools that inspire and spark joy so creators can entertain, inform, educate and enlighten the world. We believe in our artists. We believe in our industry leaders. And we believe in the future of entertainment. We have a rich, 30-year history of powering media and entertainment. But we know our history doesn’t determine our future, so we are always evolving, committed to making good better and better best. We make many products, but we only do one thing: maximize the mediums of amazing makers. At Avid, every minute, of every day, we are powering greater creators.
