Remote - Salesforce Service Cloud Functional Lead (CGEMJP00328329)

Hi,

Hope you're doing well.

My name is Mayank, and I am a Technical Recruiter from Empower Professionals Inc. We are sourcing for a "Salesforce Service Cloud Functional Lead" role located at "New York, NY" and it's a long-term contract with possible extensions.

 

Looking for 14+ Exp Senior Functional Candidate

 

Role: Salesforce Service Cloud Functional Lead (CGEMJP00328329)
Work site: New York, NY
Location: Remote
Duration: 12 Months

Job Description:

• The Functional Lead is accountable for translating business intent within a defined service domain into clear, executable Salesforce Service Cloud designs and backlog items. This role sits between the Solution Architect's end-to-end service model and the offshore delivery teams responsible for configuration and build. The Functional Lead is responsible for stabilizing functional understanding, surfacing undocumented assumptions, and ensuring consistent interpretation of requirements across teams and releases.
• Each Functional Lead owns one or more specific Service Cloud domains, such as case intake and routing, knowledge management, entitlements and SLAs, agent productivity tooling, or service reporting. Within their domain, the Functional Lead is responsible for deeply understanding current-state workflows, pain points, and business rules, and for translating those into Salesforce-native designs that align with the Solution Architect's target operating model.
• The Functional Lead is responsible for producing and maintaining high-quality functional design artifacts that offshore teams can execute without ambiguity. This includes clearly defined user stories, acceptance criteria, field and page layout requirements, routing logic, escalation rules, and edge-case handling. The Functional Lead ensures that functional designs are complete, internally consistent, and aligned with agreed architectural patterns before build begins.
• This role works closely with the Solution Architect to ensure domain-level designs align with the overall service architecture and with the Technical Architect to validate that proposed functional solutions are feasible within platform constraints. The Functional Lead is expected to proactively identify design gaps, conflicting requirements, or process inconsistencies and raise them early rather than allowing them to surface as rework during build or test.
• The Functional Lead provides day-to-day functional guidance to offshore business analysts, configurators, and testers, without acting as a people manager. They clarify requirements, review configurations, validate that built functionality meets functional intent, and support defect triage by distinguishing between design issues, build defects, and requirement misunderstandings. They are accountable for functional quality within their domain across all releases.
• The Functional Lead plays an active role in client-facing working sessions and reviews, particularly with business stakeholders directly responsible for the functional domain they own. They must be able to explain Salesforce behavior, constraints, and design choices in practical business terms and help stakeholders make informed tradeoffs when ideal processes conflict with platform realities or delivery constraints.
• This role requires strong hands-on experience with Salesforce Service Cloud configuration and functional design, including case management, Service Console behavior, omni-channel routing, entitlements and milestones, and knowledge management where applicable to the domain. Experience designing solutions for high-volume or complex service environments is strongly preferred. The Functional Lead must be comfortable working in structured delivery environments with formal design, review, and governance expectations.
• The Functional Lead is not a project management role and does not own delivery timelines or commercials. It is not a technical architecture role and does not make final decisions on code-level implementation. It is also not a pure business analyst role focused solely on documentation. The Functional Lead is accountable for functional correctness, clarity, and consistency and must be willing to push back on incomplete or conflicting requirements to protect delivery quality.
• The ideal candidate has 7 to 10 or more years of experience in Salesforce delivery roles, with a background as a senior business analyst, functional consultant, or domain lead on large Service Cloud implementations. Experience working on programs with offshore delivery teams and experience stabilizing or taking over in-flight projects are strong indicators of success. Success in this role is measured by reduced rework for offshore teams, clear and stable functional designs, efficient UAT cycles, and stakeholder confidence in the delivered functionality.

 

 

Thanks

Mayank Verma

Senior Technical Recruiter | Empower Professionals

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mayank@empowerprofessionals.com | LinkedIn: https://www.linkedin.com/in/mayankdverma/

Fax: 732-356-8009 | 100 Franklin Square Drive – Suite 104 | Somerset, NJ 08873

www.empowerprofessionals.com

Certified NJ and NY Minority Business Enterprise (NMSDC)

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