Salesforce Tech Lead at NTT DATA

Hyderabad, Telangana, India -

Full Time

Start Date

Immediate

Expiry Date

10 Mar, 26

Salary

0.0

Posted On

10 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Salesforce Service Cloud, Application Support, Apex Classes, Lightning Web Components, Automation, QA Automation, Performance Testing, Integration Development, Data Migration, DevOps, Code Quality, Collaboration, Stakeholder Management, Selenium WebDriver, REST APIs, JMeter

Industry

IT Services and IT Consulting

Description

Salesforce Service Cloud AMS Support & Development Provide L2/L3 application support, resolving production issues and service requests within UPS AMS SLAs. Configure and customize Salesforce Service Cloud features including: Email-to-Case, Web-to-Case, Digital Engagement (Chat & Messaging), Phone-to-Case, Omni-Channel Routing, CTI Integrations, Queues, Knowledge, CRM Analytics. Develop scalable solutions using Apex Classes, Triggers, Lightning Web Components (LWC), Aura Components, Visualforce, Formulas, and OOB configurations. Lead requirement clarification, functional walkthroughs, and solution negotiations with UPS business stakeholders. Ensure all development adheres to Salesforce Governor Limits, secure coding standards, and UPS architectural guidelines. Perform impact assessments and design end-to-end solutions using Salesforce best practices. Develop automation of business processes using Lightning Flows, Workflows, Assignment Rules, and Email Alerts. 2. QA Automation - Functional, Regression & API Testing Build and maintain automation frameworks for Salesforce Lightning using Selenium WebDriver, TestNG/JUnit, BDD frameworks (Cucumber), and RestAssured (for API testing). Automate functional, regression, cross-browser, and integration test scenarios for Service Cloud workflows. Validate end-to-end process flows including case creation, routing, queue assignment, CTI events, communication channels, and CRM Analytics dashboards. Integrate automation suites into CI/CD pipelines (Jenkins, Azure DevOps, GitLab). Ensure adequate test coverage and quality gates for all AMS releases. 3. Performance Testing & Optimization Design performance test scenarios for high-load Customer Service operations (case volumes, CTI traffic, messaging throughput). Use tools like JMeter, LoadRunner, or NeoLoad to evaluate performance of UI, APIs, and integrations. Identify bottlenecks, analyze response times, evaluate concurrency behavior, and provide optimization recommendations. Partner with infrastructure, Salesforce, and network teams to tune performance across channels. 4. Integration Development & Testing Build and support integrations between Salesforce and cloud/on-prem systems using: REST APIs, SOAP APIs, OAuth flows, Single Sign-On (SSO). Validate inbound/outbound integrations to UPS systems, CTI vendors, conversational channels (Chat/Messaging), and external CRM/OM tools. Troubleshoot integration failures, debug logs, and handle data synchronization issues. 5. Data Migration & Environment Management Perform data updates, mass data operations, and migrations using Data Loader, Workbench, and Salesforce data tools. Support sandbox refreshes, environment setup, and deployment readiness. Ensure proper data governance and compliance with UPS security standards. 6. Release Governance, DevOps & Code Quality Lead or participate in code reviews; enforce coding standards, maintainability, and Salesforce best practices. Ensure test coverage is achieved for Apex and Lightning components. Deploy changes across Dev → QA → UAT → Prod using Flosum or similar DevOps tools. Maintain documentation such as technical design, solution approaches, test plans, SOPs, and runbooks. 7. Collaboration & Stakeholder Management Lead discussions with business teams on requirements, prioritization, fit-gap analysis, and solution alignment. Work with 3rd-party implementation partners and coordinate across onshore/offshore teams. Support KT, training, and knowledge repository updates for the AMS team.

Responsibilities

The Salesforce Tech Lead will provide L2/L3 application support and develop scalable solutions using Salesforce Service Cloud. Responsibilities include leading requirement clarifications, performing impact assessments, and ensuring adherence to Salesforce best practices.