Skills / Primary Skills
Core Platform
- Declarative configuration (Flows, validation rules, page layouts, queues, assignment rules, escalation rules) in Salesforce Service Cloud
- Record-triggered, screen, scheduled, and autolaunched flows in Flow Builder for complex case management automation
- Release pipeline management, metadata deployment, environment management, rollback execution using Copado
- Git version control within structured CI/CD deployment pipelines
- Configuration and deployment in enterprise service environments for Agentforce
Multi-Channel Case Management
- Email-to-Case, Chatbot, Live Chat configuration and integration to case management system, including case intake and escalation routing to relevant divisions
- Portal case intake and self-service configuration
Integration-Aware Configuration
- Authentication with Singpass Single Sign-On (SSO) and Myinfo within declarative Service Cloud configuration
- High-volume external data ingestion pipeline compatibility
Delivery & Governance
- Change request management across structured release cycles
- L2 production defect resolution and root cause analysis
- SIT/UAT support, defect triage, and post-release enhanced support
- Deployment runbook preparation and maintenance to government audit standards
- Peer review of configuration changes and enforcement of platform engineering standards
Detailed Job Description
Overview
The Senior Low-Code Engineer supports a live, multi-year Salesforce Service Cloud engagement. The role requires production-grade declarative Salesforce delivery within a highly regulated enterprise environment, including integration-aware configuration across Singapore's national digital identity infrastructure (Singpass and Myinfo).
Responsibilities
Platform Configuration & Enhancement
- Configure and enhance Salesforce Service Cloud using declarative tooling, including Flows, validation rules, page layouts, queues, assignment rules, and escalation rules, to support complex case management, knowledge enablement, and citizen service operations
- Design and enforce the boundary between declarative and custom development, ensuring all solutions remain production-supportable and platform-compliant without unnecessary Apex dependency
- Deliver declarative enhancements across structured release cycles including minor enhancements, bug fixes, and service requests aligned to the change management framework
- Configure and maintain Service Cloud components that operate in integration-constrained environments, specifically those involving Singpass SSO authentication flows and Myinfo data feeds
Multi-Channel Service Operations
- Configure and sustain multi-channel case intake and routing within a single Service Cloud instance
- Maintain automated case routing, queue management, omnichannel presence settings, and live agent escalation workflows across all active service channels
Release Management & Deployment
- Manage end-to-end release deployment operations using Copado and Git, including metadata deployment, environment management, deployment runbooks, rollback procedures, and change records for production releases
- Maintain configuration alignment with high-volume external data ingestion pipelines handling daily feeds from third-party vendors, ensuring CRM objects and automation logic remain consistent with upstream data model changes
- Support planned after-hours deployments and severity incident response as required
Quality, Governance & BAU Support
- Conduct structured peer review of configuration changes produced by engineers enforce platform standards, documentation quality, and deployment discipline across the delivery team
- Sustain delivery through change request management, defect resolution, post-release defect management, and support
- Perform root cause analysis on production issues spanning configuration, automation logic, and data behaviour across all service channels
- Prepare and maintain configuration documentation, SIT/UAT support materials, deployment notes, and change records to project management and audit standards
Minimum Requirements
- Minimum 6 years of hands-on Salesforce platform experience across configuration, enhancement, and production support
- Minimum 3 years of continuous delivery on Salesforce Service Cloud in a live enterprise production environment
- Demonstrated experience in a highly regulated enterprise project environment, including familiarity with enterprise change management, ITSM, and compliance requirements
- Hands-on Copado experience for release management within a structured multi-environment deployment pipeline
- Direct experience configuring multi-channel service operations concurrently within a single Service Cloud instance
- Experience operating in Singpass/Myinfo integration-constrained environments is required
Certifications (Mandatory)
- Salesforce Certified Platform App Builder
- Salesforce Certified Platform Administrator
- Salesforce Certified Platform Developer I
- Salesforce Certified Agentforce Specialist
