Responsibilities

• Collaborate with business stakeholders and internal teams to understand customer needs and translate them into clear, technical requirements for Service Cloud solutions.
• Design, develop, and implement complex customizations and integrations using the Salesforce platform and APIs, including Apex, Visualforce, Lightning Web Components (LWC), and Process Builder.
• Configure and optimize Service Cloud functionalities like automation, workflows, processes, Omni-Channel routing, and entitlements to streamline customer service processes and improve agent productivity.
• Develop and maintain custom objects, fields, and integrations with external systems to ensure seamless data flow and enhance functionality.
• Write clean, well-documented, and maintainable code adhering to best practices and security standards.
• Conduct unit testing and participate in code reviews to ensure code quality and application stability.
• Troubleshoot technical issues, diagnose root causes, and implement effective solutions.
• Stay up-to-date on the latest advancements in Salesforce Service Cloud features and functionalities.
• Actively participate in knowledge sharing through documentation, mentoring junior developers, and contributing to team discussions.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Require 3+ years of experience in Salesforce development, expertise in Service Cloud functionalities, configurations, and customization options, proficiency in Salesforce development tools, and strong problem-solving, analytical, and communication skills.
• The candidate must possess hands-on experience and proficient coding skills, able to write and test Apex code and unit tests to ensure scalable, reliable, and secure solutions on the Salesforce Service Cloud platform.
• Design and develop custom solutions on Salesforce Service Cloud platform, including custom objects, fields, and workflows.
• Integrate Salesforce Service Cloud with other systems such as CRM, marketing automation, and analytics platforms.
• Collaborate with sales, customer service, and product development teams to meet business requirements and ensure a seamless customer experience.
• Write and test Apex code and unit tests for scalable, reliable, and secure solutions.
• Troubleshoot and resolve technical issues related to Salesforce Service Cloud.
• Utilize Service Cloud features like Case Management, Case Routing, Live Agent, Omni-Channel, and Knowledge Base for enhanced customer satisfaction.
• Implement Live Agent webchats, role-based permissions, team collaboration systems, Community Cloud integration, and Service-level agreements (SLA) with visual timelines.
• Develop customized solutions on Salesforce platform using Apex, Visualforce, Lightning Components, and other Salesforce technologies.
• Integrate Salesforce with third-party applications and systems using REST/SOAP APIs, and manage data migration and integration processes.
• Stay updated with Salesforce releases, features, and best practices, providing recommendations for continuous improvement.
• Ability to manage multiple projects, prioritize tasks, and meet deadlines independently.
• Salesforce certifications (e.g., Salesforce Certified Platform Developer I, Salesforce Certified Service Cloud Consultant) are a plus.