Gap Inc. Systems Engineer, Salesforce Service Cloud in San Francisco, California

About the role

We’re looking for an exceptional Salesforce Lead with fresh ideas, cutting-edge skills, and a passion for technology to lead a key Salesforce Service Cloud initiative. This position will be required to support and add additional capabilities to the Salesforce Service Cloud (SFCC) and Community Cloud implemented for the US, EU, Canada and Japan markets. This individual is also responsible for leading the Salesforce migration to Lightning and the re-implementation of Order Management UI on Service Cloud from Legacy. Additionally, this role will lead the Salesforce Service Cloud integration to Gap Inc.’s commerce cloud API’S and implementation acorss all brand and markets. Finally, this indivdual will own strong and trusting relationships with key business partners of the Next Generation Contact Center and GapTech.

What you'll do

  • Responsible for the Design, configuration, and administration of the SFSC Contact Center platform to ensure optimum, best-practice usage including security models, data governance

  • Partner with System Implementation Partners and Gap Inc’s technical teams to deliver and maintain Lightning Migration from Classic and implementation of Order Management UI from Legacy to Next Gen Contact Center in Salesforce Platform.

  • Partner with Contact Center Business leaders to align business process with available system functionality - be an expert in upcoming versions of SFDC to provide recommendations for rollout of new features and functionality.

  • You will provide direction / guidance to assigned Developers, facilitate and improve processes, and ensure delivery of top-quality products.

  • Establish and implement best practices with regards to system maintenance, configuration, performance, development, testing, data integrity, etc.

  • Strong and innovative approach to problem solving and defining technical solutions

  • Lead with influence within the immediate work group and cross functionally across the company at all levels of the organization

  • Strong team player with service-oriented attitude and customer focus.

Who you are

  • Bachelor's degree in Computer Science or related discipline with 5+ years of experience from implementation, operations and integration of CRM platforms and Call Center technologies.

  • 5+ years’ experience in a lead/management role of platform, preferably with Service Cloud, Communities and Marketing Cloud.

  • Experience with modern applications/development, architectural patterns and languages such as: API first strategies/microservices, SOA, responsive design, JavaScript, JSON, REST, Salesforce Apex coding, Salesforce Workflows/Process Builders, Apex Triggers, Lightning Development framework, Salesforce UI/Application development, Administration

  • Ability to communicate effectively as well as the business and technical communities

  • Able to use rigorous logic and methods to solve problems with effective solutions

  • Able to build constructive and effective relationships across functions, different levels within the organization and across geographical locations