Senior/Expert Salesforce Cloud Service

About SmartOSC

With 19 years in operation, SmartOSC is an industry-leading digital transformation agency of 1000+ experts across countries including Vietnam, Australia, Singapore, Japan, Thailand, Indonesia, Korea, the US, and the UK. Deep experience across most enterprise platforms and technology stacks has made SmartOSC a trusted partner for leading brands and financial institutions worldwide.

SmartOSC has built its reputation through a focus on eCommerce and Fintech, with cost effectiveness and faster go-to-market offerings thanks to its scalable resource offering, and a track record of successfully delivering enterprise level projects.

For more information, please visit: https://www.smartosc.com

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SMARTOSC LOCATIONS

Headquarters: Handico building, Pham Hung street, Me Tri Ward, Nam Tu Liem District, Hanoi

Southern Vietnam Office: 2nd floor, Tuoi Tre tower, 60A Hoang Van Thu street, Phu Nhuan District, Ho Chi Minh City

Central Vietnam Office: Floor 6, G8 Golden building, 65 Hai Phong, Thach Thang Ward, Hai Chau District, Danang city

Singapore Office: Odeon Towers, 331 North Bridge Road, #22-01/06, Singapore, 188720

Australia Office: Suite 2128, 223 Liverpool St, Darlinghurst NSW, 2010

Japan Office: Shinbashi Tokyo Building, 4-21-3 Shinbashi, Minato-ku, Tokyo, 105-004

Senior/Expert Salesforce Cloud Service (Contract/Fulltime)

Summary
We are seeking a Senior/Expert Salesforce Service Cloud to lead the digital transformation of our client service operations. You will be the bridge between complex business requirements and high-performance technical execution. This role requires a "consultant mindset"—the ability to challenge the status quo, advise clients on best practices, and build scalable, AI-powered service ecosystems. As this role involves direct collaboration with international stakeholders, excellent English communication is a core requirement.

Responsibilities:

• Client Advisory: Act as the Subject Matter Expert (SME) to guide clients through Service Cloud transformations, providing trade-off analyses between declarative vs. programmatic approaches.
• Custom Development: Build scalable and maintainable solutions using Apex (Triggers, Classes, Async) and modern Lightning Web Components (LWC).
• Declarative Automation: Architect complex business processes using Advanced Salesforce Flows (Screen Flows, Record-Triggered Flows).
• API Integration: Design and develop REST/SOAP APIs to connect Salesforce with external systems (ERP, CTI providers, Helpdesk tools).
• Advanced Routing: Architect and implement complex Omni-Channel flows, including Skills-Based Routing and Presence Status logic to optimize agent utilization.
• Data Modeling: Optimize data structures and SOQL queries to ensure performance within a high-volume service environment.
• Stakeholder Engagement: Participate in daily stand-ups and requirement-gathering sessions with English-speakingUnderstand the ins and outs of complex technology environments and know how to optimize solutions for efficiency and simplicity.
  
• Stay in tune with latest Salesforce technology updates, changes, community, and roadmap(s)

Requirement:

• Experience: 5+ years of hands-on experience in Salesforce Development, with at least 3 years focused on Service Cloud.
• Development Stack: Expert proficiency in Apex, LWC, SOQL, and Salesforce DX.
• Expertise in Service Cloud specific tools: Chat/Messaging, Case Routing, Service Process Automation.
• Omni-Channel Mastery: Proven track record of configuring multi-channel environments

Location:

Vietnam

Skills: