Job Description

Job Category: Ford Credit Services
Degree Level: Bachelor's Degree or equivalent
:
Ford Credit - Salesforce Service Cloud Engineer
Role:

• Supports the building and enhancement of the CRM Service Cloud product line by solutioning and building Service cloud capabilities on Salesforce
• Works closely with the Product Managers and Anchors to build continuous technical improvement in the Product Line
• Collaborates with other Developers to reduce complexity within the Product Line, utilizing out of the box capabilities whenever possible
• Delivers engineering excellence (e.g. best practices and quality) iteratively according the the vision of the Product Manager to meet customer needs.
• Understand and execute the solution requested by the Product Anchor, clarifying acceptance criteria and providing options, avoiding customization whenever possible
• Innovate and operate with an iterative, agile and user-centric perspective
• Contribute to the improved development, structure, technology, and tools used within Ford Credit

• Technical expert who has experience building platforms, underlying services for re-use, and Service Cloud capabilities on Salesforce.
• The candidate must have 1-3 years of IT experience & strong technology background with excellent hands-on knowledge of Salesforce application Sales Cloud development.
• Hands on experience- Account, Contact, Case Management,Work Order,Live chat,CTI,Knowledge Management and FSL.
• Hands on experience in developing Flow, LWC - Lightning Components, Aura framework, Trigger & UI designing web-pages. Hands on experience on LDS components and lightning app builder.
• Strong experience working with Salesforce APIs
• Strong fundamentals in SFDC database with SOQL & SOSL.
• In depth understanding of SFDC Profiles / Roles and Sharing Rules, Validation Rules, Tasks, Workflow rules, Triggers, Process Builder etc.
• Experience with the Salesforce.com APEX data loader , Salesforce.com web services APIs.
• Strong communication skills and ability to collaborate effectively in a geographically dispersed working environment
• Able to work independently
• Ability to adapt to time-critical deadlines and changing priorities in a fast-paced environment
• Ability to write, interpret, and critique technical specifications
• Preferred- Salesforce Platform Developer, Salesforce Admin,Service Cloud.
• Ability to jump in and assist product team to resolve technical blockers
• Focus on delivering product value through resusable services and technologies that other product teams can leverage
• Create modular, expandable, and reusable components
• Attends team/group ceremonies and contributes by providing options, clarifying questions and speaking up to ensure the team is aligned
• Attends the Group Tech Council and provides feedback and support to accelerate software product delivery.
• Curates and contributes to the teams standard process documentation
• Alerts & supports the Product Anchor on areas of concern or complexity where attention and planning is needed
• Assess the technology feasibility of the product roadmap
• Employs and/or champions Agile software processes, culture, best practices, and techniques
• Communicates openly and frequently with the team by being responsive to in-person prompts
• Actively works to identify and remove/ mitigate risks and blockers to product dellivery.
• Assesses the overall health of the product and prompts key decisions to move it forward.

• 1-3 years experience with Service cloud.
• Salesforce Certified Admin /Service cloud or higher
• Experience provisioning Users, Profiles, Roles
• Experience using data loader and Bulk APIs
• Demonstrated ability to create flows, modify objects, create custom objects, write Apex, triggers and integrate API services using an IDE
• Demonstrated ability to drive development of highly technical technology services and capabilities
• Experience deployment using source control using change sets and CICD pipelines
• Demonstrated understanding of differing integration patterns
• Demonstrated understanding and ability to drive highly available and real time solutions
• Ability to collaborate with engineers, designers, and product managers
• Excellent communication skills with the ability to adapt your communication style to the audience
• Ability to work collaboratively and navigate complex decision making in a rapidly changing environment

• Experience deploying using Copado
• Experience with Marketing Cloud and/or Service Cloud
• Certified Platform App Builder, Developer I or Developer II