About Us
dotSolved, headquartered in Silicon Valley USA, is a leading global provider of business process automation, modern application engineering, and cloud infrastructure services. dotSolved focuses on enabling digital transformations for small, medium, and large enterprises, in the following industries (but not limited to): High technology, Energy, Manufacturing, Financial Services, Media & Entertainment, Communications, Retail, Healthcare, and Education.
dotSolved drives digital transformations for enterprises by defining, automating, and optimizing complex business processes for the digital era and engineering modern, data & analytic driven, applications that deliver intended business value. With hundreds of successful implementations and experience in Big Data, ERP, and Supply Chain, dotSolved can guarantee the creation of measurable business value from project engagements leading to accelerated business growth and profitability for customers.
Job Description
Position: Salesforce Omni-Channel Developer
Location: Chennai - Hybrid/Remote/Onsite
Engagement Type: Full Time
Shift Timing: 3.00AM - 12.00PM PST (US Pacific Time)
About the role: We are looking for a Salesforce Omni-Channel Developer with strong expertise in building and optimizing real-time work routing, agent productivity, and customer service workflows within the Salesforce ecosystem. The ideal candidate should have hands-on experience in Service Cloud, Omni-Channel, and Lightning development.
Key Responsibilities
- Design and implement Salesforce Omni-Channel routing configurations
- Configure Queues, Routing Configurations, Presence Configurations & Statuses
- Build and customize Service Cloud solutions for case management
- Develop using Apex, Lightning Components (LWC/Aura), and Visualforce
- Integrate Omni-Channel with CTI / external systems (if applicable)
- Optimize agent workload balancing & real-time routing logic
- Work closely with business teams to understand support workflows
- Troubleshoot and enhance existing Salesforce implementations
Required Skills
- Strong experience in Salesforce Service Cloud
- Hands-on expertise in:
- Omni-Channel setup & configuration
- Queues, Skills-based routing
- Presence & Capacity models
- Development experience in:
- Apex
- Lightning Web Components (LWC) / Aura
- Experience with Salesforce APIs (REST/SOAP)
- Good understanding of Case lifecycle & support processes
- Experience in CTI integrations (Genesys, Amazon Connect, etc.) – Preferred
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