Job Summary

We are looking for an experienced Salesforce Developer to support the development, enhancement, and ongoing optimization of our Salesforce Service Cloud platform.

In this role, you will design and deliver scalable Salesforce solutions that improve customer service operations, streamline workflows, and enable seamless communication between enterprise systems. You will work closely with business stakeholders, IT teams, and international colleagues to translate business requirements into effective technical solutions.

The position combines hands-on Salesforce development with system integration responsibilities, particularly involving APIs, middleware, and enterprise applications such as SAP and Informatica.

Key Responsibilities

Salesforce Development & Configuration

• Develop, customize, and maintain Salesforce Service Cloud solutions using Apex, Lightning Web Components (LWC), SOQL, and Salesforce Flow.

• Configure and enhance Service Cloud functionalities, including Case Management, Service Console, custom objects, validation rules, and automated workflows.

• Design and improve customer service processes, including case creation, assignment, routing, escalation, and resolution.

• Implement and support features such as Omni-Channel, Salesforce Knowledge, queues, and SLA management.

• Convert business requirements into technical specifications and deliver solutions following Salesforce development standards.

• Identify and resolve technical issues, develop unit tests, and support application releases and deployments.

System Integration & Technical Solutions

• Develop, maintain, and optimize integrations between Salesforce and internal or external applications.

• Build and support integrations using REST/SOAP APIs and Salesforce integration mechanisms, including Platform Events and Change Data Capture (CDC).

• Work with enterprise IT teams to support middleware integrations involving platforms such as Informatica and SAP.

• Maintain data integrity, system security, integration performance, and reliable error-handling processes.

• Contribute to technical architecture discussions, solution reviews, testing, and deployment activities.

Collaboration & Business Support

• Collaborate with Customer Service, Sales, Operations, and IT teams to improve business processes and customer information management.

• Advise stakeholders on Salesforce functionalities, technical possibilities, and integration approaches.

• Work independently while maintaining effective communication with globally distributed teams.

• Support continuous improvements to Salesforce solutions based on evolving business requirements.

Requirements

• At least 5 years of professional experience in Salesforce development, including hands-on experience with Salesforce Service Cloud.

• Strong programming and configuration skills in Apex, SOQL, Lightning Web Components (LWC), and Salesforce Flow.

• Good understanding of Service Cloud functionalities, particularly Case Management, Service Console, and workflow automation.

• Proven experience developing, maintaining, or troubleshooting Salesforce integrations with external applications.

• Ability to analyze business needs, design technical solutions, and manage development activities independently.

• Strong problem-solving, communication, and stakeholder management skills.

• Availability to work during core business hours aligned with the U.S. Eastern Time zone (Pittsburgh).

Nice to Have

• Experience implementing Omni-Channel routing, Salesforce Knowledge, entitlement management, SLAs, or digital customer service solutions.

• Knowledge of Sales Cloud or other Salesforce products and cross-cloud integrations.

• Practical experience with REST/SOAP APIs, Informatica, SAP integrations, Platform Events, or Change Data Capture.

• Familiarity with Salesforce DevOps practices and tools such as Copado, Git, or Azure DevOps.

• Understanding of OAuth, Connected Apps, Salesforce security architecture, and data-sharing models.

• Exposure to Salesforce Agentforce, Einstein AI, or AI-powered customer service solutions. Previous implementation experience would be an advantage but is not required.