Senior/Expert Salesforce Service Cloud

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.

– 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-speaking

– Understand 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)

– 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

– Language: Advanced English (Verbal & Written). Must be comfortable explaining technical logic to non-technical international stakeholders.

– AI Knowledge: Hands-on experience with Chatbot AI is an advantage

– DevOps: Experience with Git, SFDX, and CI/CD pipelines (Copado, Gearset, or Azure DevOps).

– Experience with git source control and collaboration tool such as JIRA, Confluence, Slack

– Salesforce Certifications are a plus.

– Problem Solver: You don’t just fix bugs; you identify the root cause and propose architectural improvements.

At SmartOSC, we give you our best of er based on your values

– Attractive salary package, salary review twice a year

– Flexible working hour (between 7:30am – 7:30pm on staff’s preference)

– Working in One of the largest Ecommerce Agencies in South East Asia – Professional English environment

– Onsite opportunity in Europe, Australia, US.

– Premium health care up to $3,000/year

– Free English, Japanese and and professional training packages

– Firm’s Certified Qualifications Sponsorship for career development

– Annual company trip inside or outside Vietnam

– Other fun activities: happy hour, quarterly team building, football club, yoga club, swimming club, charity activities, etc.