Description

Key Responsibilities

Service Cloud Development

• Design and implement Salesforce Service Cloud solutions aligned with business requirements.
• Configure and customize Case Management, Entitlements, Milestones, Omni-Channel, Knowledge Management, Service Console, and Email-to-Case.
• Develop Lightning Web Components (LWC), Apex Classes, Triggers, Batch Apex, Queueable Apex, and Visualforce (where required).
• Build and maintain Flows, Process Automation, Approval Processes, and Workflow solutions.
• Implement CTI integrations and customer support channel integrations.

Technical Design & Delivery

• Participate in solution design discussions and provide technical recommendations.
• Perform code reviews and ensure adherence to Salesforce best practices.
• Develop scalable and maintainable solutions within Salesforce platform limits.
• Troubleshoot and resolve production issues.

Required Skills

Salesforce Platform

• Salesforce Service Cloud
• Apex Programming
• Lightning Web Components (LWC)
• SOQL & SOSL
• Salesforce Flows
• Salesforce APIs (REST/SOAP)
• Platform Events
• Custom Objects & Metadata

Service Cloud Expertise

• Case Management
• Omni-Channel Routing
• Service Console
• Knowledge Management
• Entitlements & Milestones
• Email-to-Case
• Web-to-Case
• Digital Engagement
• Experience Cloud (preferred)
• Copado/Gearset (preferred)

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Salesforce Platform Developer I Certification (Mandatory).
• Salesforce Service Cloud Consultant Certification (Preferred).
• Salesforce Platform Developer II Certification (Preferred).
• Strong understanding of Salesforce security model and sharing architecture.

Preferred Experience

• Experience with Agentforce, Einstein AI, and Salesforce AI capabilities.
• Experience in large enterprise Service Cloud implementations.
• Exposure to Experience Cloud, Field Service, or Sales Cloud.
• Knowledge of Agile/Scrum methodologies

Key Skills

Education

Bachelor's degree