Salesforce Service Cloud - Developer

Overview

Salesforce Service Cloud Developer role owning day-to-day technical implementation, development, troubleshooting, integrations, performance, security, and production support, working directly with customer stakeholders and delivery teams.

What you'll do

• 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.
• 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.

What you'll need

• 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.

Nice to have

• Experienced in Agile methodologies and consulting.
• 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.

Details

• Full-time position based in Bengaluru.
• Remote and hybrid work options available (country-dependent).