Job Details
Location: Benton Harbor, Michigan, United States
Salary: Not specified
Company: ApnaWorker
We are seeking a highly articulate and proactive Salesforce Service Cloud AMS Tech Lead for a 12-month contract (with extension potential) based in Benton Harbor, MI (Hybrid). This role involves leading Production Support, Maintenance, Release Management, and Continuous Optimization of a Service Cloud ecosystem while supporting Customer 360 (C360) initiatives. Responsibilities include leading Tier 2/3 incident triage, root cause analysis, and resolution for Service Cloud features (Omni-Channel, Case Management, Knowledge, Live Chat, Routing Rules, Integrations). You will monitor system health, performance, Apex limits, error logs, data integrity, uptime, and platform stability. Deliver minor enhancements, bug fixes, and configuration changes using Salesforce Flows, Apex, and Lightning Web Components (LWC). Manage CI/CD deployments and release activities. Assess Salesforce tri-annual releases, evaluate customization impacts, and ensure zero downtime. Monitor and maintain MuleSoft, APIs, Data Cloud, and integration pipelines supporting Customer 360. Ensure zero data drops, unified customer profile continuity, and data governance. Partner with C360 Data & Engineering teams to resolve data synchronization and identity resolution issues. Perform impact analysis to ensure service changes do not affect downstream C360 analytics or customer views. Drive SLA/KPI adherence, incident resolution, and system availability targets. Act as the primary technical lead during P1/P2 incidents, providing clear business-friendly updates to stakeholders. Create and maintain runbooks, support documentation, knowledge articles, and RCA reports. Collaborate across Service Desk, AMS, C360, Data, Engineering, and Business teams. Required skills include 7+ years of Salesforce experience with 3+ years leading Salesforce AMS/Production Support operations, strong Service Cloud expertise, hands-on experience with Apex, LWC, Triggers, Flows, REST/SOAP APIs, MuleSoft, Data Cloud, and ITSM tools like Jira and ServiceNow. Excellent stakeholder management, crisis communication, and problem-solving skills are essential. This is a contract position for W2 candidates only, with no mention of benefits or salary.