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.
Location:
DGS India - Pune - Kharadi EON Free Zone
Brand:
Merkle
Time Type:
Full time
Contract Type:
Permanent