Come and join a thriving company and become part of a diverse global collective of free-thinkers, entrepreneurs and industry experts who are all driven to use technology to reimagine what’s possible. Capgemini. Get the future you want.
For more about why Capgemini, visit this link .
Let's talk about the team
Our Digital Customer Experience (DCX) team partners with businesses to help them adapt and respond effectively to the challenges of a constantly changing world. This is done by delivering thought-leading transformational solutions. We're also a Salesforce global strategic partner, one of the largest Salesforce partners in Australia, a leader in the Gartner magic quadrant for CRM, and have received numerous Salesforce Innovation Awards.
Within our Salesforce team, we are continually driving customer value by leveraging the power of the World's #1 Digital Platform. Our focus areas are Multi Cloud, Digital Agility, and Enterprise Integration and Deployment.
Let’s talk about the role and responsibilities
As a Salesforce Support Engineer/Lead, you'll work alongside a team of like-minded individuals within the Salesforce community and partner closely with our clients on a wide variety of collaborative and innovative engagements. We are seeking a highly skilled and motivated Managed Service Support Specialist to provide ongoing support, management, and troubleshooting for Salesforce platforms, specifically Experience Cloud, Service Cloud Voice, and Shield.
* This role will involve providing proactive support to clients, ensuring their Salesforce environment operates seamlessly, troubleshooting issues, and optimizing the platform’s performance to meet business needs.
* Platform Support & Maintenance.
* Provide tier 2 and tier 3 support for Salesforce Experience Cloud, Service Cloud Voice, and Shield.
* Assist in troubleshooting issues, managing incident escalations, and providing resolutions.
* Client Engagement - Serve as a primary point of contact for managed service clients, building strong relationships and ensuring customer satisfaction.
* Coordinate with customers to gather requirements and ensure platform updates are aligned with business needs.
* Customization & Optimization - Support clients with customizations, integrations, and optimizations of their Salesforce platforms.
* Help refine workflows, processes, and configurations in Experience Cloud and Service Cloud Voice to improve overall performance and user experience.
* Security & Compliance Monitoring - Utilize Salesforce Shield to monitor data security, encryption, and auditing capabilities. Implement and enforce best practices for data security and regulatory compliance across Salesforce platforms.
Let’s talk about your capability and experience:
* At least 3-5 years of experience working with Salesforce Experience Cloud, Service Cloud Voice, and Shield in a support or managed service role.
* Experience with Salesforce Service Cloud features and integrations is a plus.
* Technical Proficiency - Proficient in Salesforce administration, configuration, and troubleshooting. Strong understanding of Salesforce platform security, encryption, and compliance with Salesforce Shield.
* Problem-Solving Skills - Strong analytical and troubleshooting skills with the ability to address technical issues effectively and independently.
On offer
* You will work with like-minded technology enthusiasts and professionals who can provide training and assist with learning Salesforce capabilities and internal training.
* Remote work – flexible working is available. We are working in a hybrid work environment.
About Capgemini
At Capgemini, we are more than just a business; we are a diverse global collective of strategic and technological experts who are passionate about finding ways technology can help our clients, our people, and our communities get the future they want.
Our people are the key to making this vision a reality, which is why we have been recognised by the Australian Workplace Equality Index as LGTBQ+ ‘Employer of the Year’ and ‘Inclusion of Trans and Gender Diverse Employees’ for the past two years. We believe in creating a safe, flexible, and inclusive culture where everyone can bring their authentic selves to work, contributing to our inclusive culture and truly belonging. Our staff-led community groups are a testament to this commitment. We are committed to being active allies for everyone.
We believe by combining the power of the latest technology with our human energy, we can drive sustainable thinking into our operations and the work we do with clients. That’s why we are committing to becoming a carbon-neutral business by 2025 and net zero by 2030.
Empower yourself with the knowledge and skills you need to succeed with our access to premier learning platforms, sought-after certifications, and boundless development opportunities. You’ll be encouraged to gain at least 40 hours of training each year.
For over 50 years, our values and ethics have been at the heart of our identity. From our approach to ethics to the way we interact with one another, honesty, boldness, trust, freedom, team spirit, modesty, and fun guide and inspire all we do and have led to us being recognised as one of the World’s Most Ethical Companies by the Ethisphere Institute 10 years in a row.
Our Commitment to Diversity & Inclusion
Don’t meet every single requirement for this role? Studies have shown women and people from diverse minority backgrounds are less likely to apply to jobs unless they meet every single requirement. At Capgemini, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly, we encourage you to apply and tell us what you can bring to the role.
We understand for some people, a standard hiring process can come with challenges. If you are living with a disability, are gender diverse, or neurodivergent, and we can provide support with access requirements or by making an adjustment to our hiring process, please contact us at
Information Security and Compliance
Capgemini Australia has developed and manages process-oriented Management Systems compliant with the requirements of ISO9001, ISO27001, and ISO14001. We are committed to delivering secure solutions and services through state-of-the-art processes and continual improvement frameworks in line with industry best practices as well as contractual, statutory, and regulatory requirements.
#GetTheFutureYouWant - Come join us, bring your whole self to work, create new possibilities for you, your customers, and your community, and help us to be Architects of Positive Futures.
We are a 2023 Circle Back Initiative Employer and commit to responding to every applicant.
Please note unsolicited resumes from employment agencies or other third parties will not be considered.
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When you join Capgemini, you don’t just start a new job. You become part of something bigger.
Learn about how the recruitment process works – how to apply, where to follow your application, and next steps.
To help you bring out the best of yourself during the interview process, we’ve got some great interview tips to share before the big day.
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