Senior Software Professional

Job Description:

Salesforce Senior Developer - Service Cloud Support

Key Responsibilities

• Act as the primary escalation point for Service Cloud-related incidents, enhancements, and integrations.
• Troubleshoot and resolve advanced issues across Case Management, Omni-Channel, Knowledge, Live Agent, and CTI integrations.
• Monitor and optimize performance of flows, Apex classes, async jobs, and third-party connectors.
• Collaborate with cross-functional teams (Product, Dev, QA) to translate business needs into scalable technical solutions.
• Own release readiness: sandbox refreshes, deployment coordination, regression testing, and post-release validation.
• Maintain and evolve user roles, permission sets, and routing configurations to support dynamic support models.
• Document root cause analyses, resolution paths, and best practices for enablement and future-proofing.
• Drive continuous improvement through automation, proactive monitoring, and user feedback loops.
• Work independently with minimal supervision during the US daytime (starting at ~5:30 / 6 pm IST)

Required Skills & Experience

• 6–8 years of Salesforce experience, with at least 4 years focused on Salesforce Service Cloud.
• Deep understanding of Case Lifecycle, Entitlements, Milestones, and Omni-Channel routing.
• Strong command of SOQL, Flow Builder, Apex debugging, and integration troubleshooting.
• Experience with tools like Data Loader, Workbench, Change Sets, and DevOps.
• Excellent problem-solving technique, debugging/trouble-shooting skills, analysing, & resolving production queries (L3 support)
• Experience with monitoring/debugging tools (Debug logs, Event Monitoring, Health Check).
• Proven ability to manage high-volume environments and multi-org setups.
• Salesforce Administrator Certification and Salesforce Platform Developer Certification required; Service Cloud Consultant certification strongly preferred.
• Familiarity with CTI platforms (e.g., Genesys, Amazon Connect) and middleware (e.g., MuleSoft) will be good to have.

Other Skills :

• Excellent communication and stakeholder engagement skills.
• Experience supporting global or multi-regional support operations.
• Passion for simplifying processes.
• Strong problem-solving mindset.
• Ability to reframe technical updates into business-impact language.
• Mentoring junior developers.

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