SFSC Senior Engineer
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Job Summary
Job Description Senior Software Engineer (Salesforce Service Cloud)
Job Summary
The Senior Software Engineer designs develops tests deploys monitors and supports Salesforce Service Cloud solutions. This role ensures high-quality secure scalable and reliable applications aligned with enterprise standards.
The engineer is responsible for end-to-end delivery of Service Cloud implementations including case management service automation integrations and agent productivity enhancements. The role contributes to strengthening the squads technical foundation and uplifting engineering practices while enabling modern efficient and customer-centric service experiences.
Key Responsibilities
Service Cloud Development & Delivery
- Design and develop solutions using Apex Lightning Web Components (LWC) Flows and Service Cloud features
- Configure and customize Service Cloud applications (Case Management Knowledge Omni-Channel Service Console)
- Build scalable workflows automation and business process orchestration
- Develop reusable components and frameworks aligned with enterprise standards
Integration & Data Management
- Implement integrations using REST/SOAP APIs middleware and external systems
- Design and manage Service Cloud data models ensuring data integrity and governance
- Work with product/service data customer interactions and case lifecycle data
- Integrate CTI omnichannel routing and external service systems where applicable
Agile Delivery & Backlog Ownership
- Collaborate with Product Owners to refine backlog and define user stories with clear acceptance criteria
- Break down features into sprint-ready tasks and support estimation and prioritization
- Identify dependencies and contribute to roadmap planning
- Participate in Agile ceremonies (stand-ups sprint planning demos retrospectives)
Architecture & Solution Design
- Understand and contribute to Service Cloud architecture patterns
- Work with Solution Architects to implement scalable secure and maintainable solutions
- Apply best practices for multi-channel service delivery case routing and automation
- Design logical flows system interactions and solution blueprints
Quality Engineering & Production Support
- Establish and enforce quality standards and coding best practices
- Perform code reviews testing and defect resolution
- Develop unit tests and ensure adequate test coverage
- Support production environments troubleshoot issues and resolve performance bottlenecks
- Create and maintain operational runbooks and support playbooks
Monitoring & Performance Optimization
- Monitor application health performance and availability
- Diagnose system issues and optimize performance
- Implement proactive alerting and logging mechanisms
- Improve system scalability and efficiency
DevOps & Continuous Improvement
- Implement and enhance CI/CD pipelines for Salesforce deployments
- Automate repeatable tasks and environment management
- Improve SDLC processes and deployment efficiency
- Drive continuous improvement initiatives within the team
Collaboration & Leadership
- Mentor junior engineers and support technical skill development within the team
- Collaborate with cross-functional teams (QA Product Integration Business)
- Influence stakeholders without direct authority
- Promote best practices and innovation within the squad
Additional Requirements
- Bachelors degree or equivalent experience
- 5 8 years of Salesforce development experience
- Strong expertise in Salesforce Service Cloud implementation
- Experience delivering end-to-end service solutions (case lifecycle workflows automation)
- Experience in integrations and enterprise system connectivity
- Strong understanding of SDLC DevOps and Agile practices
Skills & Capability Requirements
| Capability | Must Have / Good to Have | Level Required |
| Development | Must Have | Proficient |
| Trouble-shooting | Must Have | Proficient |
| Stakeholder Management | Must Have | Proficient |
| Team Player | Must Have | Proficient |
| Communication English (Speaking & Written) | Must Have | Proficient |
| Problem Solving & Analytical Thinking | Must Have | Proficient |
| Agile Delivery & Collaboration | Must Have | Proficient |
| Process Improvement & Innovation | Good to Have | Proficient |
| Leadership / Mentoring | Good to Have | Intermediate |
Technical Capabilities (Salesforce Service Cloud Focus)
| Technical Capability | Must Have / Good to Have | Level Required |
| Salesforce Service Cloud (Case Mgmt Omni-Channel Knowledge Console) | Must Have | Proficient |
| Salesforce Development (Apex LWC Flows) | Must Have | Proficient |
| Salesforce Platform Configuration & Customization | Must Have | Proficient |
| Integration (REST/SOAP APIs External Systems Middleware) | Must Have | Proficient |
| Data Model Design & Security (Profiles Permission Sets Sharing Rules) | Must Have | Proficient |
| Service Workflow Automation & Process Builder / Flow Orchestration | Must Have | Proficient |
| Deployment & DevOps (CI/CD Tools Change Sets DevOps Tools) | Must Have | Proficient |
| Debugging Issue Resolution & Production Support | Must Have | Proficient |
| Salesforce Testing (Unit Testing Test Coverage) | Good to Have | Proficient |
| Service Analytics & Reporting | Good to Have | Intermediate |
| Salesforce Certification (PD1 / Service Cloud Consultant) | Good to Have | Preferred |
Career Band Alignment
- Works independently on complex problems with moderate autonomy
- Applies in-depth knowledge of Service Cloud and software engineering
- Influences cross-functional teams and contributes to delivery excellence
- Mentors junior engineers and leads small technical initiatives
Work Environment
- Standard office / hybrid setup
- High collaboration across distributed teams
