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