Senior Salesforce Service Cloud Engineer

Summary

Join Marqeta's Business Systems Engineering team as a Senior Salesforce Service Cloud Engineer. You will design, develop, and implement customized solutions within the Salesforce Service Cloud platform, focusing on efficient customer service operations. Responsibilities include building features like case management and automation workflows using Apex code and Lightning web components, troubleshooting technical issues, and ensuring compliance with data privacy regulations. The role requires strong Salesforce Service Cloud expertise, proficiency in automation and integration tools, and the ability to translate complex technical concepts for non-technical stakeholders. This flexible, remote position is based in the Greater Toronto Area or Vancouver Metropolitan Area. Marqeta offers competitive compensation, including a base salary range of 107,100 - 133,900 CAD, annual bonuses, multiple health insurance options, flexible vacation time, and a retirement savings program.

Requirements

• Strong proficiency in Salesforce Service Cloud configuration and customization
• In-depth knowledge of Salesforce automation tools like Flow as well as integration tools like REST/SOAP APIs and Apex
• Familiarity with Salesforce Lightning and Lightning Web Components to create a modern, user-friendly interface for customer service agents
• Expertise in Salesforce Einstein features and AI-driven tools to enhance customer service
• Ability to troubleshoot and resolve complex issues related to Service Cloud setup, automation, or integrations
• Strong analytical skills to interpret data and develop meaningful insights from service metrics
• Ability to optimize workflows, reduce inefficiencies, and suggest process improvements
• A deep understanding of customer service processes and the ability to translate them into functional Salesforce configurations
• Focus on creating a seamless and intuitive user experience for both agents and customers using Service Cloud
• Stay up to date with the latest Salesforce releases and innovations, particularly around Service Cloud, AI, automation, and reporting
• Be an advocate for new tools, features, and processes that improve efficiency and enhance customer experiences
• Ability to translate complex technical concepts into easily understandable terms for non-technical stakeholders
• Provide clear and concise documentation and training materials to ensure knowledge transfer
• A solid understanding of data security, privacy regulations, and compliance requirements in customer service environments
• Ensure that all system access, data integrity, and user authorization are compliant with ITGC policies
• Master’s Degree or Bachelor’s Degree in Information Technology or related field
• 6+ years of Salesforce development experience
• Extensive knowledge of Salesforce primary clouds (Sales, Service & Experience)
• Highly proficient with LWC, Apex, Flows, SOQL
• Good knowledge of REST and SOAP based Web services, Salesforce event driven architecture
• Good knowledge of Salesforce Data & Security Model
• Strong problem-solving skills
• Systematic thinking and logical skills

Responsibilities

• Develop declarative AND programmatic solutions to business requirements in the Salesforce environment
• Help in the design and architecture of the custom components in the project build
• Customize Service Cloud features like Case Management, Knowledge Management, Omni-Channel Routing, and Service Console to meet business requirements
• Implement custom workflows using Salesforce Flow and Process Builder for automation
• Configure and manage queues, assignment rules, and auto-response rules to ensure smooth case routing and escalation
• Set up and manage Knowledge Articles, Communities, and Self-Service Portals to empower customers with self-service options
• Develop and maintain API integrations between Salesforce Service Cloud and internal Marqeta applications
• Collaborate with integration teams to ensure seamless data flow and synchronization across systems
• Implement and configure Salesforce Einstein for AI-driven customer service solutions like chatbots, case classification, and predictive routing
• Ensure Omni-Channel Routing works effectively for managing customer interactions from various channels and improving response times
• Configure and optimize live chat and chatbots to provide immediate assistance and improve customer satisfaction
• Monitor system performance and user adoption to identify bottlenecks and areas for improvement
• Stay up to date with data privacy regulations and ensure that Service Cloud configurations comply with these standards
• Work closely with cross-functional teams such as Production Support, Cardholder Support, KYC and Disputes to align Service Cloud configurations with business needs and objectives
• Provide technical expertise and consult on best practices for leveraging Salesforce Service Cloud to improve customer service operations
• Ensure all changes to Salesforce configurations and customizations are logged, tracked, and documented for SOX audit purposes
• Perform regular assessments and testing of Salesforce Service Cloud configurations and integrations to ensure they meet SOX and ITGC requirements

Preferred Qualifications

A Salesforce Platform Developer I certification and Service Cloud Consultant certification is considered a strong advantage

Benefits

• Multiple health insurance options
• Flexible vacation time
• Retirement savings program with company contribution
• Equity in a publicly-traded company
• Monthly stipend to support our remote work model
• Annual “development dollars” to support our people growth and development
• Family-forming benefits and up to 20 weeks of Parental Leave