Job Description

The Position

As a Salesforce Service Cloud Senior Engineer you are responsible for designing, developing, and maintaining solutions on the Salesforce Service Cloud platform. Need to work closely with product managers and business partners to understand requirements and deliver scalable, high-quality solutions. The role involves both front-end and back-end development, including Apex, Lightning Web Components, and integrations. You need to ensure system performance, security, and compliance while staying updated with the latest Salesforce advancements. This position is crucial for creating and optimizing user experiences on the platform.

What will you do?

• Design and develop scalable Salesforce Service Cloud solutions to meet business requirements.
• Lead the implementation of Salesforce Service Cloud projects, ensuring best practices and high-quality delivery.
• Customize Salesforce Service Cloud using Apex, Visualforce, and Lightning components.
• Integrate Salesforce with other systems and third-party applications over API.
• Provide technical support and troubleshooting for Salesforce Service Cloud issues. Should demonstrate ability on critical / major issue resolution as per need. Need to do code review.
• Monitor and optimize the performance of Salesforce Service Cloud implementations.
• Ensure the security and compliance of Salesforce Service Cloud solutions.
• Create and maintain technical documentation, including design specifications and user guides.
• Collaborate with cross-functional teams, including developers, product managers, and business analysts.
• Stay updated with the latest Salesforce features and advancements and apply this knowledge to improve solution.

Qualifications, Skills & Experience Required

• 10+ years of relevant experience IT Implementation and managing large scale project delivery.
• 5+ years of hands-on experience with the Salesforce ecosystem, preferably with a focus on Salesforce Service Cloud, and proven track record of successful Salesforce implementation.
• Strong hands-on experience in Salesforce Service Cloud, Salesforce Apex, Visualforce, LWC, Flow, Aura, Lightning components, LWR and other Salesforce technologies are preferable.
• Having knowledge of UI / UX is preferable.
• Strong exposure in Salesforce configuration, customization, and integration over API including service cloud specific Service console, Case management, Email management, and Knowledge management are highly recommended.
• Exposure in Type Script and Java Script will be highly valued.
• Pharma domain experience is nice to have.
• Experience in mentoring and leading technical teams.
• Demonstrated ability to work with stakeholders to gather requirements and deliver solutions on time.
• Should be proficient enough on Salesforce Service cloud omnichannel, web-to-case, email-to-case, visual remote assistance, Salesforce agent force, Salesforce Einstein and Service cloud voice.
• Strong analytical and problem-solving abilities to design effective solutions.
• Good verbal and written communication skills for effective collaboration with team members and stakeholders.
• Ability to lead on major PoC or Prototype builds sustaining critical IT demands.
• Ability to stay updated with the latest Salesforce features and best practices.
• Salesforce Service Cloud certification is preferable.

What we offer

• Exciting work in a great team, global projects, international environment.
• Opportunity to learn and grow professionally within the company globally. 
• Hybrid working model, flexible role pattern (e.g., even 80% full-time is possible in justified cases). 
• Pension and health insurance contributions. 
• Internal reward system plus referral programme. 
• 5 weeks annual leave, 5 sick days, 15 days of certified sick leave paid above statutory requirements annually, 40 paid hours annually for volunteering activities, 12 weeks of parental contribution. 
• Cafeteria for tax free benefits according to your choice (meal vouchers, sport, culture, health, travel, etc.), Multisport Card. 
• Vodafone, Raiffeisen Bank and Foodora discount programmes. 
• Up-to-date laptop and iPhone.
• Parking in the garage, showers, refreshments, massage chairs, library, music corner. 
• Competitive salary, incentive pay, and many more.

Ready to take up the challenge? Apply now! 
Know anybody who might be interested? Refer this job!

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Search Firm Representatives Please Read Carefully 
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.  No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. 

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