Maintain and enhance a Salesforce Service Cloud instance supporting a state unemployment insurance call center. Configure Service Cloud, develop Apex, Lightning Web Components, Flows, reports, and dashboards, and manage sandbox-to-production deployments with Copado. Provide warranty support, analyze and remediate defects, and lead knowledge transfer and pairing sessions to build the client technical team’s independence.
This is a remote position.
McBride Consulting is supporting the New York State Department of Labor (NYS DOL) in maintaining, enhancing, and evolving its Salesforce instance supporting the Unemployment Insurance (UI) Call Center. The system relies on Salesforce Service Cloud to streamline call center operations and agent workflows.
Day-to-Day Responsibilities
- Configure and customize the Salesforce Service Cloud environment to fulfill user stories defined during maintenance and enhancement sprints.
- Build and maintain Apex, LWC, Flows, and calculated reports tailored to UI Call Center operational metrics.
- Execute deployments across sandboxing and production environments using Copado.
- Participate in warranty support, root-cause defect analysis, and bug remediation.
- Lead knowledge transfer sessions and pairing opportunities with NYSDOL technical personnel to foster internal operational independence.
Requirements
- Experience: Minimum of 3 years of hands-on Salesforce development and configuration experience, ideally within public sector or large enterprise service/call center environments.
- Core Technology: Deep proficiency in Salesforce Service Cloud (Omni-Channel, Cases, Knowledge, Console view, Flows/Process Automation).
- Development & Config: Hands-on experience with both declarative configuration (Flows, validation rules) and custom development (Apex, Lightning Web Components / LWC).
- DevOps: Experience with Copado for version control, CI/CD, and deployment lifecycle management across Salesforce environments.
- Reporting: Ability to build calculated reports, complex matrix/summary reports, and executive dashboards within Salesforce.
- Collaboration: Strong communication skills to support warranty/transition activities and collaboratively onboard/upskill the NYSDOL technical team.
Benefits
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
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