Salesforce Service Cloud Developer

Job description:

Seeking a Salesforce professional with 6+ years of experience and strong, recent hands-on expertise in Service Cloud. The role owns day-to-day technical implementation, development, troubleshooting, integrations, performance, security, and production support. The candidate will work directly with customer stakeholders and delivery teams, provide technical direction, and communicate progress, risks, and solutions proactively.

• A curious problem solver who challenges the status quo
• A collaborator who values teamwork and knowledge-sharing
• Excited by the intersection of technology, creativity and data
• Experienced in Agile methodologies and consulting (a plus)

Key Responsibilities:

• Design, configure, develop, and support end-to-end case lifecycle processes: case creation, classification, prioritization, assignment, investigation, escalation, resolution, and closure.
• Implement Case Management features including record types, page layouts, queues, assignment rules, auto-response rules, escalation rules, case teams, parent/child cases, and reassignment scenarios.
• Configure Email-to-Case and Web-to-Case, email threading, routing, attachment handling, and exception scenarios.
• Implement Omni-Channel routing, presence statuses, service channels, queues, capacity, and skills-based routing where required.
• Customize Service Console with workspace tabs, utility items, macros, quick text, split views, and agent productivity features.
• Configure Salesforce Knowledge, article lifecycle, data categories, publishing, visibility, and agent/customer access.
• Implement Entitlements, Milestones, Business Hours, SLA tracking, warning actions, pause/resume logic, and breach escalations.
• Support Experience Cloud self-service, CTI/telephony, chat, messaging, and other service channels when in scope.
• Build and troubleshoot Apex classes/triggers, Lightning Web Components (LWC), SOQL/SOSL, Batch/Queueable/Schedulable Apex, and platform-event processing.
• Develop record-triggered, screen, scheduled, and autolaunched Flows; diagnose recursion, fault paths, order-of-execution conflicts, and Flow/Apex interactions.
• Choose appropriately between configuration, Flow, Apex, and LWC; implement bulk-safe patterns, robust exception handling, maintainable code, and meaningful unit tests.
• Remain actively involved in coding, debugging, code reviews, defect resolution, and technical implementation; this is not a coordination-only role.
• Design and troubleshoot REST/SOAP API integrations with enterprise systems, CTI/contact-centre platforms, ERP, order management, identity, and knowledge systems.
• Use secure authentication such as OAuth and Named Credentials/External Credentials where supported; manage API limits, timeouts, retries, idempotency, data mapping, and partial failures.
• Apply asynchronous patterns, platform events, Change Data Capture, or MuleSoft/middleware where appropriate; provide traceable logging, monitoring, and reconciliation.
• Diagnose slow transactions, failed jobs, record locking, high-volume case processing, inefficient queries, and agent response-time issues using debug logs and platform monitoring tools.
• Optimize Apex, SOQL, Flow, data access, and asynchronous processing for governor limits, bulk updates, concurrency, scalability, and large data volumes.
• Apply least-privilege access using profiles, permission sets/groups, roles, org-wide defaults, sharing rules, queues, and field-level security.
• Follow secure coding practices, enforce CRUD/FLS and record-access checks, secure integrations, and protect sensitive customer/case data.
• Collaborate with QA on functional, integration, regression, bulk-data, and exception-path testing across case routing, SLAs, email, automation, and integrations.
• Use Git/version control, pull requests, CI/CD and release processes; resolve deployment dependencies and support smoke testing, production incidents, root-cause analysis, and corrective actions.
• Act as a dependable technical contact for customer engineering teams, service owners, product owners, and delivery stakeholders.
• Proactively communicate progress, estimates, risks, blockers, dependencies, incidents, and technical decisions; raise concerns early with impact and recommended options.
• Lead technical discussions, requirement clarifications, solution walkthroughs, defect triage, and root-cause analysis in clear language for technical and non-technical audiences.
• Own the technical design for the team's deliverables, and assign and break down requirements into clear technical tasks for the team to complete.
• Work closely with Solution Architects, translating solution designs into implementable technical designs and tasks, and escalating design risks or constraints early.
• Conduct code reviews and support Senior and Intermediate developers on the team through technical guidance, troubleshooting help, and coaching on best practices.
• Review deliverables, coordinate with BA/QA/DevOps/integration teams, and maintain technical documentation.

Required Skills and Experience:

• 6+ years of Salesforce development/implementation experience, with substantial practical Service Cloud delivery experience.
• Strong Service Cloud knowledge: Case Management, Omni-Channel, Email-to-Case, Service Console, Knowledge, Entitlements, Milestones, queues, assignment, and escalation.
• Strong hands-on Apex, SOQL/SOSL, LWC, Flow, asynchronous processing, testing, and debugging skills.
• Proven integration troubleshooting, performance tuning, governor-limit management, bulkification, Salesforce security, and secure coding experience.
• Experience with deployments, version control, CI/CD, production support, and cross-functional delivery.
• Excellent verbal and written communication; confident in customer-facing technical discussions, proactive escalation, and end-to-end ownership.

Certifications:

Preferred: Salesforce Certified Service Cloud Consultant and Platform Developer I. Platform Developer II is strongly desirable; Administrator/Advanced Administrator and relevant integration or architecture credentials are an advantage. Certifications should be current/verifiable where applicable and must be supported by real implementation experience.

This is a full-time position based in Bengaluru.

Skills

Apex, Salesforce, Service Cloud