Job Description: Senior Salesforce Service Cloud Engineer

Position Overview

We are looking for a skilled Senior Salesforce Service Cloud Engineer with 7–8 years of Salesforce development experience, including strong expertise in Salesforce Service Cloud and enterprise integrations. The ideal candidate will design, develop, and implement scalable Service Cloud solutions that enhance customer support operations, improve agent productivity, and deliver exceptional customer experiences.

Key Responsibilities

Salesforce Service Cloud

• Design, develop, and customize Salesforce Service Cloud solutions to support customer service operations.
  
• Configure and customize Case Management, Service Console, Omni-Channel Routing, Knowledge Base, Entitlements, and Milestones.
  
• Develop automation solutions using Flows, Apex, Lightning Web Components (LWC), Aura Components, and Visualforce to streamline service operations.
  
• Build and maintain custom Apex classes, triggers, batch jobs, and asynchronous processes.
  
• Integrate Service Cloud with external systems such as ERP, telephony platforms, chatbots, middleware, and third-party applications using REST/SOAP APIs.
  
• Develop and maintain API-based integrations for secure and reliable real-time data exchange.
  
• Implement service analytics, dashboards, and reports to monitor KPIs and improve support efficiency.
  
• Collaborate with business stakeholders to translate functional requirements into scalable technical solutions.
  
• Troubleshoot production issues and optimize application performance and scalability.
  
• Manage Profiles, Permission Sets, Role Hierarchies, Sharing Rules, Organization-Wide Defaults (OWD), and Field-Level Security to ensure secure access and compliance.
  
• Design and implement scalable security models that balance business needs with data protection.
  
• Provide hands-on support for User Management, Login Access Policies, and Delegated Administration.
  
• Oversee Change Management and Deployment processes using Change Sets, Salesforce DX (SFDX), GitHub/Bitbucket, and CI/CD pipelines to ensure smooth releases and governance.
  

Required Skills & Experience

• 7–8 years of Salesforce development experience with strong expertise in Salesforce Service Cloud.
  
• Hands-on experience developing solutions using Apex, Lightning Web Components (LWC), Aura Components, and Visualforce.
  
• Strong experience in Service Cloud features including Case Management, Service Console, Omni-Channel Routing, Knowledge Base, Entitlements, and Milestones.
  
• Experience developing and consuming REST/SOAP APIs for enterprise integrations.
  
• Proven experience integrating Salesforce with ERP systems, middleware, telephony platforms, and third-party applications.
  
• Strong understanding of Salesforce data model, security architecture, sharing model, and automation tools.
  
• Experience with Salesforce Flows, Apex Triggers, Batch Apex, Queueable Apex, and asynchronous processing.
  
• Knowledge of change management and deployment processes, including Change Sets, Salesforce DX (SFDX), GitHub or Bitbucket, and CI/CD pipelines.
  
• Strong analytical, troubleshooting, and problem-solving skills.
  
• Excellent communication, collaboration, and stakeholder management skills.
  

Preferred Certifications

• Salesforce Certified Service Cloud Consultant
  
• Salesforce Platform Developer I
  
• Salesforce Platform Developer II (preferred)
  
• Salesforce Administrator (preferred)