Role Purpose
Deliver L3 tickets and approved enhancements across Sales Cloud, CPQ, Service Cloud, and Field Service—covering analysis, configuration/custom development, unit testing, UAT support, and governed production deployments. Operate within L3 monthly capacity and ensure SLA‑aligned resolution and documentation.
Key Responsibilities
- Analyze L3 tickets (defects/enhancements); document technical approach, estimates, dependencies, and assumptions in JIRA.
- Configure: Sales/Service objects, flows/approvals, Service Console, Omni‑Channel, Knowledge; Field Service resources/skills/territories and scheduling policies.
- Design CPQ bundles, pricing rules, MDQ/subscriptions, approvals, and quote templates; align with ERP price/tax integrations as applicable.
- Build/customize using Apex, Lightning Web Components (LWC), SOQL/SOSL; leverage REST/SOAP integrations and Platform Events where relevant.
- Execute unit tests; support UAT; manage release/deployment per governed DevOps/CI/CD process; record deployment notes and evidence.
- Troubleshoot incidents and own resolution end‑to‑end aligned to SLA expectations; maintain closure notes in JIRA/ServiceNow.
- Raise Change Requests (CRs) when work exceeds monthly capacity or needs architecture/new integrations/cross‑cloud impacts; collaborate with Flex Team (Architect, CPQ specialist, Integration developer, QA).
Required Skills & Experience
- 4–8+ years hands‑on across Sales, CPQ, Service, and Field Service with proven L3 delivery.
- Strong Apex/LWC; Flow/Approvals; CPQ rules/templates; Service Console/Omni‑Channel configuration.
- Experience with release management, UAT/prod deployments, and JIRA/ServiceNow workflows.
- Understanding of integration patterns (REST/SOAP, middleware), data governance/security, and cross‑cloud dependencies.
- Accurate estimation and effective stakeholder communication within a governed pod model.
Qualifications (Preferred)
- Salesforce Admin, Platform Dev I/II, CPQ Specialist, Service/Field Service certifications preferred.
- Exposure to ERP price/tax (SAP/Vertex), DocuSign, Platform Events.
KPIs / SLAs (Illustrative)
- SLA compliance for incident response/resolution.
- Estimate accuracy vs actuals.
- Defect leakage to UAT/Prod.
- Release success rate (no rollback).
- Documentation completeness (JIRA notes, deployment evidence).
