Job Title: Salesforce Service Cloud Developer
Experience: 5 to 10 yrs
Location: Bangalore
Job Summary:
We are seeking an experienced Salesforce Service Cloud professional to design, implement, and optimize Salesforce-based customer service solutions. The ideal candidate will have strong hands-on experience with Service Cloud features such as Case Management, Omni-Channel Routing, Knowledge Base, CTI integration, and automation using Flows and Apex.
Key Responsibilities:
Design and implement Service Cloud solutions to enhance customer support operations.
Configure and customize key Salesforce Service Cloud features including:
Case Management, Queues, Assignment Rules, Escalation Rules
Service Console, Omni-Channel, Live Agent/Chat
Knowledge Base, Entitlements, Service Level Agreements (SLAs)
Develop automation solutions using Flows, Process Builder, Apex Triggers, and Lightning Web Components (LWCs).
Integrate Salesforce with telephony and third-party customer engagement tools (CTI/IVR).
Implement Einstein Bots, Chatbots, and AI for customer service automation (if applicable).
Collaborate with stakeholders to gather requirements and translate them into scalable technical solutions.
Perform data migration, build reports & dashboards for service performance analytics.
Ensure best practices, security, and compliance throughout implementation.
Provide user support, training, and documentation.
Required Skills & Experience:
5–10 years of hands-on experience in Salesforce, specifically Service Cloud.
Strong knowledge of Service Cloud architecture, capabilities, and best practices.
Proficiency in Apex, Lightning Components (LWC), SOQL/SOSL, and Salesforce configurations.
Experience with Omni-Channel setup, Case Automation, Email-to-Case, Web-to-Case.
Knowledge of Salesforce Knowledge, CTI integration, and Customer Communities.
Salesforce certifications preferred:
Salesforce Certified Service Cloud Consultant
Salesforce Certified Administrator
Salesforce Platform Developer I (optional but beneficial)
Nice-to-Have:
Experience with Einstein AI, Bots, or Field Service Lightning (FSL).
Familiarity with Agile methodologies and DevOps tools like Copado/Jenkins.
Experience with REST/SOAP APIs for integrating external systems.
Soft Skills:
Strong communication and stakeholder management skills.
Ability to troubleshoot complex issues and deliver high-quality solutions under deadlines.
Team player with an analytical mindset.