Overview
We are seeking a hands-on Salesforce Technical Onsite Support to support and enhance enterprise Salesforce solutions within a Telecom BSS environment. This role will focus on application support, enhancements, and operational stability for Fiber (FTTH/FTTx) and Postpaid Enterprise Mobility use cases.
The ideal candidate will have strong experience in Salesforce Service Cloud and Communication Cloud (OmniStudio/Vlocity), with the ability to work closely with business and technical teams while supporting production systems in a client-facing environment.
Key Responsibilities
Application Support & Maintenance
- Provide L2/L3 production support, including issue investigation, troubleshooting, and resolution.
- Perform root cause analysis (RCA) and ensure timely closure of incidents based on SLAs.
- Monitor system performance and support platform stability, defect fixes, and minor enhancements.
- Support release activities, regression testing, and environment coordination.
Salesforce Development & Configuration
- Configure and support Service Cloud and Communication Cloud (OmniStudio/Vlocity) solutions.
- Work on case management, workflows, automation, SLAs, and user support enhancements.
- Develop or support OmniStudio components (OmniScripts, FlexCards, Integration Procedures, DataRaptors).
- Assist in maintaining product catalog, order flows, and basic CPQ configurations.
Integration & Data Handling
- Support integrations with billing, order management, provisioning, and customer systems.
- Handle API-based integrations (REST/SOAP) and support data validation and issue resolution.
- Assist in troubleshooting data discrepancies, interface failures, and system sync issues.
Business & Stakeholder Collaboration
- Work closely with business users, telecom BSS teams, and IT teams to understand and resolve issues.
- Support user queries, system usage guidance, and process clarifications.
- Coordinate with offshore teams and vendors to ensure smooth issue resolution and delivery.
Job Qualifications and Requirements
- 5–10 years of Salesforce experience, with hands-on support and development exposure.
- Experience with Salesforce Service Cloud and/or Communication Cloud (OmniStudio/Vlocity).
- Good understanding of Telecom BSS processes, especially Fiber or Postpaid lifecycle.
- Hands-on experience in: Flows, basic Apex/LWC (preferred but not mandatory) & OmniStudio tools (OmniScripts, FlexCards, DataRaptors)
- Experience supporting integrations (REST/SOAP APIs) and troubleshooting data issues.
- Familiarity with production support processes (incident management, RCA, SLA handling).
- Strong problem-solving and communication skills.
- Ability to work onsite and collaborate with business stakeholders.
