Senior Salesforce Service Cloud Engineer

About this role

POSITION SUMMARY:

We are seeking an experienced Senior Salesforce Service Cloud Engineer 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:

Technical Leadership (35%)

• Lead complex Service Cloud development projects and customization initiatives

• Architect and implement advanced Lightning components, Apex solutions, and custom applications

• Establish and enforce coding standards, development best practices, and technical governance

• Conduct comprehensive technical design reviews and code reviews to ensure quality and scalability

• Mentor junior developers and facilitate knowledge sharing across the development team

Development & Implementation (30%)

• Perform hands-on development of complex Service Cloud features including case management, knowledge base, and omni-channel solutions

• Build and maintain robust integrations with enterprise systems using REST/SOAP APIs, middleware, and ETL processes

• Optimize system performance, troubleshoot technical challenges, and implement scalable solutions

• Design and implement automation workflows, process builder flows, and custom business logic

• Ensure code quality, maintainability, and adherence to Salesforce platform limits and best practices

Team Management (20%)

• Manage and develop technical team members through regular coaching and guidance

• Conduct performance reviews, set development goals, and create career advancement plans

• Effectively allocate work assignments and manage team capacity to meet project deadlines

• Foster a collaborative, learning-focused team culture that encourages innovation and knowledge sharing

• Coordinate with cross-functional teams including business analysts, QA, and product management on technical deliverables

Technical Innovation (15%)

• Research and evaluate new Salesforce features, tools, and capabilities to drive platform evolution

• Develop prototypes, proof-of-concepts, and pilot innovative solutions for business challenges

• Lead technical modernization efforts and technical debt reduction initiatives

• Implement and optimize DevOps practices including CI/CD pipelines, automated testing, and deployment strategies

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

• Current Salesforce certifications including Platform Developer I and Service Cloud Consultant (Platform Developer II preferred)

• Proven experience in team leadership or technical mentoring roles

• 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

• Advanced Salesforce certifications (Platform Developer II, Technical Architect, System Architect)

• 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 including case management, knowledge management, omni-channel, and service console

• Advanced proficiency in Lightning Platform development including Lightning Web Components, Aura components, and Lightning App Builder

• Strong command of Apex programming, triggers, batch processing, and asynchronous processing patterns

• Expertise in declarative tools including Process Builder, Flow Builder, Workflow Rules, and Approval Processes

• Knowledge of Salesforce security model, sharing rules, profiles, permission sets, and field-level security

• Experience with data modeling, custom objects, relationships, and large data volume considerations

Integration and Architecture

• Proven ability to design and implement complex system integrations using REST/SOAP APIs, callouts, and web services

• Understanding of enterprise architecture patterns and best practices for scalable solutions

• Experience with data migration strategies, ETL processes, and data quality management

• Knowledge of middleware platforms and integration tools (MuleSoft, Dell Boomi, etc.)

Leadership and Communication

• Strong leadership skills with experience managing technical teams and driving results

• Excellent verbal and written communication skills with ability to explain technical concepts to non-technical stakeholders

• Proven ability to mentor junior developers and facilitate knowledge transfer

• Experience conducting technical interviews and building high-performing development teams

• Strong analytical and problem-solving skills with attention to detail

Project Management

• Experience with agile development methodologies (Scrum, Kanban) and project management tools

• Ability to estimate development efforts, manage project timelines, and coordinate deliverables

• Strong organizational skills and ability to manage multiple priorities in fast-paced environments

• Experience with change management and release management processes in enterprise environments

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