Salesforce Engineer

Years of Experience 4–6 years of relevant experience in Salesforce CRM / Salesforce Service Cloud configuration, enhancement delivery, and production support.

Key Responsibilities

• Configure and enhance Salesforce CRM using declarative capabilities such as f lows, validation rules, Lightning pages, page layouts, formulas, queues, and assignment rules.
• Support business processes related to case creation, case handling, customer interactions, service operations, and knowledge enablement. The documented platform includes standard and custom objects such as Case, Account, Contact, Case Notes, Course, Case Course, and Knowledge-related objects.
• Deliver minor enhancements, bug fixes, maintenance updates, and service requests in accordance with release and support processes.
• Work with Business Analysts and stakeholders to translate requirements into fit for-purpose CRM configurations.
• Support SIT, UAT, defect resolution, and post-release fixes.
• Prepare and maintain configuration documentation, deployment notes, and change records.
• Ensure changes remain aligned with platform standards and are supportable in BAU operations.

Requirements

• Strong hands-on experience in Salesforce CRM / Salesforce Service Cloud configuration.
• Good understanding of case management, workflow automation, and customer service operations.
• Salesforce Administrator or Platform App Builder certification.
• Experience supporting live enterprise applications through enhancement and maintenance cycles.
• Ability to work in a structured delivery and support environment.

Preferred

• Experience in government, regulated, or citizen/customer service environments.
• Familiarity with integration-aware configuration design.