Nagarro is hiring an Associate Principal Engineer to lead Salesforce Service Cloud implementations within our dynamic and non-hierarchical work culture. You will be responsible for translating business requirements into technical solutions, leading and mentoring junior team members, and contributing across the full project lifecycle from strategy to post-implementation support.
What You'll Do
- Write and review great quality code.
- Facilitate business process discovery sessions to identify client requirements and process gaps.
- Translate business requirements into Salesforce designs leveraging standard functionality and minimizing custom development.
- Map functional requirements to Service Cloud features including Case Management, Service Console, Entitlements, Milestones, Omni-Channel, Knowledge Management, and Live Chat.
- Configure Salesforce features such as Flows (Record-Triggered, Screen, Subflows, Error Handling), Approval Processes, Validation Rules, and automation.
- Support deployment and adoption of Salesforce Field Service and Salesforce Experience Cloud.
- Lead and mentor junior consultants and project team members on functional and technical Service Cloud best practices.
- Contribute across the full project lifecycle from strategy, visioning, design, implementation, and post-implementation support.
- Conduct workshops and collaborative design sessions with clients, providing guidance on trade-offs (configuration vs. custom code).
- Assist with change management, end-user training, and documentation for Salesforce solutions.
- Support integrations with ERP or legacy systems using REST/SOAP APIs and platform events.
- Ensure adherence to Salesforce best practices, coding standards, and governance frameworks.
- Monitor data quality, consolidation, migration, and de-duplication efforts using tools like Data Loader, DemandTools, and Excel.
- Identify risks, dependencies, and technical or functional constraints and recommend mitigation strategies.
- Provide innovative ideas, workflows, and improvements to enhance customer service solutions.
What We're Looking For
- 9+ years total experience.
- Strong hands-on experience with Salesforce Service Cloud implementations with Field Service Cloud.
- Deep understanding of Salesforce Service Cloud functionality, administration, and customization.
- Hands-on experience with Salesforce Lightning development, Apex, LWC, and Flows.
- Experience configuring and optimizing Case Management, Service Console, Entitlements, Milestones, Knowledge Management, and Omni-Channel routing.
- Strong understanding of Salesforce integration patterns (REST API, SOAP, middleware) and data management processes.
- Proven ability to mentor and lead junior team members.
- Strong analytical, problem-solving, and client-facing skills.
- Experience documenting functional requirements and translating them into technical solutions.
- Familiarity with DevOps tools like Copado, Gearset, or similar for deployment and release management.
- Bachelor’s or master’s degree in computer science, Information Technology, or a related field.
Nice to Have
- Knowledge of Salesforce Field Service and Experience/Community Cloud is preferred.
- Experience with Async Apex, Streaming APIs, and advanced Salesforce features is a plus.
- Operational or analytical background in Sales, Marketing, or Customer Service domains is preferred.
- Salesforce certifications in Service Cloud, Platform Developer, or Administrator are a plus.
Technical Stack
- Salesforce Service Cloud, Salesforce Field Service Cloud, Salesforce Lightning
- Apex, Lightning Web Components (LWC), Salesforce Flows
- REST API, SOAP, Platform Events, Async Apex, Streaming APIs
- Case Management, Service Console, Entitlements, Milestones, Knowledge Management, Omni-Channel routing, Live Chat
- Data Loader, DemandTools, Excel
- Copado, Gearset
