Senior Software Developer, Salesforce Service Cloud

Senior Software Developer, Salesforce Service Cloud

POSITION SUMMARY:

We are seeking an experienced Senior Salesforce Service Cloud Developer to lead our customer service platform development initiatives. This role combines hands-on technical development with team leadership responsibilities, requiring expertise in Service Cloud architecture, Lightning platform development, and modern DevOps practices. The successful candidate will drive technical excellence while mentoring team members and collaborating across departments to deliver scalable, high-performance solutions that enhance our customer service capabilities.

PRIMARY RESPONSIBILITIES:

Core Development & Implementation (45%)

• Design and develop complex Service Cloud solutions including case management, knowledge, omni-channel, and service console customizations
• Build advanced Lightning Web Components, Apex classes, triggers, batch jobs, and asynchronous processes
• Implement and maintain robust integrations using REST/SOAP APIs, middleware, and ETL tools
• Design and implement automation using Flow Builder, Process Builder (where applicable), and custom business logic
• Optimize system performance, troubleshoot production issues, and ensure scalability for large data volumes
• Ensure adherence to Salesforce governor limits, security best practices, and platform standards

Technical Ownership & Solution Design (25%)

• Own technical design for assigned initiatives from requirements through deployment
• Contribute to architectural decisions and help shape Service Cloud implementation patterns
• Conduct peer code reviews and design reviews to ensure quality, maintainability, and consistency
• Establish and follow development best practices, coding standards, and documentation guidelines
• Collaborate with architects and senior engineers on platform evolution and technical debt reduction

Collaboration & Cross-Functional Delivery (15%)

• Partner closely with product managers, business analysts, QA, and support teams to translate requirements into technical solutions
• Provide technical input during refinement, estimation, and sprint planning
• Clearly communicate technical trade-offs, risks, and implementation details to both technical and non-technical stakeholders
• Support release planning, deployments, and post-release validation

Platform Innovation (15%)

• Evaluate new Salesforce features and Service Cloud capabilities for potential adoption
• Build proof-of-concepts or prototypes to validate new approaches or address complex business problems
• Contribute to modernization initiatives and continuous improvement of the Salesforce development lifecycle

QUALIFICATIONS:

Required
- Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience
- 5+ years of hands-on Salesforce development experience with at least 3 years focused on Service Cloud
- Strong expertise in Apex, Lightning Web Components, Visualforce, and SOQL/SOSL
- Experience with Salesforce integration patterns, APIs, and middleware technologies
- Knowledge of DevOps practices and tools (Git, Jenkins, CI/CD pipelines)
- Excellent communication skills and ability to work effectively with cross-functional teams

Preferred
- Salesforce certifications (Platform Developer I, Platform Developer II, etc)
- Experience with Salesforce MIAW, CTI, or other Salesforce Service Cloud products
- Knowledge of web development technologies (JavaScript, HTML5, CSS3, React)
- Experience with agile development methodologies and project management
- Previous experience in customer service or contact center environments
- Familiarity with enterprise integration platforms and data migration tools

KNOWLEDGE, SKILLS, AND ABILITIES

Technical Expertise
- Deep understanding of Salesforce Service Cloud capabilities in