• Serve as an SME for Salesforce Service Cloud • Facilitate business process reviews to identify client requirements and processes. • Translate client requirements into Salesforce design, leveraging best practices and minimizing the need for custom development. • Configure Salesforce Service Cloud and Force.com solutions. • Effectively manage all aspects of projects and client communications. • Contribute to teams on Service Cloud engagements, spanning the standard project lifecycle from strategy/visioning through implementation/post-implementation support with responsibilities across business and technical workstreams. • Drive collaborative Customer Service business process, business requirements and functional design discussions with clients. • Support change management and business readiness activities to deploy Service Cloud, Field Service Lighting and/or Communities to end-users. • Manage functional project team members. • Run workshops, work closely with the client, able to talk about tradeoffs. • Map functional requirements to Salesforce Service Cloud features and functionality. • Mentor other team members in customer service processes and Salesforce.com Service Cloud technology. • Deliver end user training and documentation. • Identify risks that threaten project success and recommend workarounds. • Ensure Best Practices and SFDC Coding Standards are followed.

• Serve as an SME for Salesforce Service Cloud • Facilitate business process reviews to identify client requirements and processes • Configure Salesforce Service Cloud and Force.com solutions • Manage all aspects of projects and client communications • Mentor team members in customer service processes and Salesforce.com Service Cloud technology

• Build and maintain features using React, NextJS, and other modern JavaScript technologies; delivering highly maintainable solutions through thoughtful and strategic coding • Collaborate with senior and agency developers to learn best practices and improve your coding skills • Participate in code reviews to ensure quality and maintainability • Help troubleshoot and fix issues in our existing codebase • Collaborate with stakeholders to design and architect products and services, ensuring optimal performance, scalability, availability, and reliability of our tech stack • Contribute to technical documentation and knowledge sharing

• Lead database strategy, modernization, and architectural redesign efforts. • Guide teams in decomposing monolithic databases into modular, domain-aligned schemas. • Collaborate with application, QA, cloud, and O&M teams to support integrated modernization. • Define and enforce data governance, security, and performance optimization standards. • Support cloud migration initiatives (AWS preferred) and database re-platforming. • Conduct data modeling, schema design, tuning, and lifecycle management. • Provide technical leadership for federal compliance requirements, security controls, and audits.