Salesforce Specialist I, Franchise Back Office

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November 20

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Grupo Boticário

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Beauty • Retail • Wellness

Grupo Boticário is a leading Brazilian beauty company founded in 1977 that emphasizes innovation in beauty solutions while promoting love and inclusivity. The company offers a diverse portfolio of beauty products, including skincare, makeup, and wellness items, while also championing entrepreneurship and social impact through its foundation and various initiatives. Grupo Boticário is recognized for its commitment to sustainability, accessibility, and high-quality products, making it one of the largest beauty platforms in Latin America.

10,000+ employees

Founded 2010

💄 Beauty

🛒 Retail

🧘 Wellness

📋 Description

• High-Performance Solution Design: • Design and actively collaborate with the Tech Lead and Architects in designing robust, scalable, high-performance Salesforce solutions; • Ensure solutions align with platform best practices, with strategic focus on data architecture, information security, and optimized end-user usability. • Advanced Custom Development: • Develop complex, high-performance custom features, expertly using Apex, Visualforce, Lightning Web Components (LWC), and other advanced Salesforce platform technologies; • Create innovative solutions to meet challenging business requirements. • Strategic Mastery of Declarative Configuration: • Master and strategically apply Salesforce's declarative toolset (such as Flows, validation rules, dynamic page layouts, and custom fields) to build, optimize, and automate functionality; • Intelligently prioritize low-code solutions to maximize agility, maintainability, and platform performance. • Leadership in Continuous Improvement and Critical Issue Resolution: • Lead continuous improvement initiatives for Salesforce systems in production; • Perform proactive performance analyses, optimize processes, and apply expertise to advanced incident and complex problem resolution, including accurate root-cause diagnosis and implementation of permanent and effective workarounds. • Strategic Multidisciplinary Collaboration and Integration: • Actively and strategically collaborate with multidisciplinary teams, including other systems development, information security, solution architecture, product, and various business areas; • Ensure technical cohesion, functional alignment, and successful integrations and Salesforce solutions across the company's ecosystem. • Platform Guardian and Technical Reference: • Act as guardian of development and architecture best practices on the Salesforce platform; • Serve as a technical reference for the team, spreading knowledge, promoting efficiency, code quality, security, and adoption of innovative and sustainable solutions. • Code Review and Technical Mentorship: • Lead and actively participate in code reviews (PRs), providing detailed, constructive technical feedback; • Ensure strict adherence to development, performance, and security standards and Salesforce best practices, and mentor other developers to raise the team's technical level.

🎯 Requirements

• Advanced Mastery of Service Cloud Features: • Deep experience implementing and customizing Cases (management, assignment, escalation, milestones, entitlements), Salesforce Knowledge (lifecycle, categories, versioning), Omni-Channel (routing configuration, presence, capacity), Service Console (layouts, custom utilities), and Experience Cloud for self-service portals. • Service Cloud-Specific Development: • Proven track record developing complex solutions using Apex (Triggers, Batches, Classes), Lightning Web Components (LWC), and Visualforce to extend and customize Service Cloud functionality, such as case handling automations, console components, and UI integrations. • Customer Support Solution Architecture: • Experience designing robust, scalable support solutions, optimizing agent and customer experience, defining efficient support data models, and ensuring alignment with support KPIs (SLAs, FCR, CSAT). • Complex Integrations in the Support Ecosystem: • Experience integrating Service Cloud with external systems critical to support, such as telephony platforms (CTI), messaging channels (Email, Chat, WhatsApp), legacy/back-office systems, and monitoring tools, using APIs (REST/SOAP) and integration platforms. • Advanced Support Process Automation: • Significant experience creating and optimizing complex support automations using Salesforce Flow, Process Builder (legacy), approval rules, and developing solutions with Einstein Bots, Agentforce, and Einstein Case Classification to increase support efficiency and intelligence. • Service Cloud Performance and Scalability Optimization: • Experience diagnosing and resolving performance bottlenecks in high-volume Service Cloud implementations, optimizing Apex code, SOQL/SOSL queries, and configurations to ensure solution scalability in environments with large user and data volumes. • Technical Leadership in Service Cloud Projects: • Experience technically leading implementation or evolution projects for Service Cloud, from conception and design to deployment, including support data migration, defining best practices, code review, and mentoring other developers.

🏖️ Benefits

• Here, your Health is a priority • . Medical and dental plan • . Medication assistance • . Health allowance for family members • . Free psychotherapy sessions • . Telemedicine and second medical opinion • . Free flu vaccine • . Health care programs • - For your Nutrition • . Meal voucher or local restaurant (depending on work model) • . Food allowance • . Christmas food voucher • - Ensuring Well-being and Quality of Life in all aspects of life • . Gym and fitness studio plan • . Home office allowance (hybrid and remote work models) • . Pet health plan • . Birthday day off • . Up to 40% discount on our products • . Employee association (agreements and partnerships, multi-brand store, TotalPass gyms, courses and more!) • . Travel and accommodation program • - For the Family, our most precious asset • . Childcare assistance • . Child nutrition credit • . Babysitter assistance • . School supplies assistance • . Legal, psychological, and social guidance • . Support for parents in special circumstances • . Extended parental leave (180 days for mothers and 120 days for fathers) • - Mobility for your on-site commute • . Transport voucher and parking (hybrid and on-site models) • - Security for protection and financial peace of mind • . Life insurance • . Support in case of parents' death • . Private pension • . Payroll-deductible loans