Salesforce Service Cloud Voice Developer

Job Title: Salesforce Service Cloud Voice Developer, Pune

Department: IT – Digital and Customer Application

Location: Pune, India

Employment Type: WFO

EQUIPE CONTAINER SERVICES INDIA PRIVATE LIMITED is a subsidiary of WillScot. At WillScot (NASDAQ WSC), our 4000+ people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve. We are the undisputed leader in providing innovative flexible workspace and portable storage solutions, serving an incredible range of customers across all industries from 240+ locations across the United States, Canada, and Mexico. Our values are our foundation. We constantly strive to diversify our teams to ensure we have the best and brightest talent. We're deeply committed to creating an inclusive and equitable workplace where each person can contribute while being their authentic self. For more about WillScot and who we are, click here. Build your future with us!

About The Job:

In an ever-changing and evolving Salesorce.com (SFDC) landscape, WillScot India IT GCC is seeking a skilled and detail-oriented Salesforce Developer to design, develop, and maintain scalable Salesforce solutions that meet business requirements and enhance platform functionality The ideal candidate will be responsible for the design, development, customization, and integration of Salesforce solutions tailored to sales and customer service processes. The Salesforce developer role will need to demonstrate an understanding of software engineering concepts and object oriented design as well as a proven track record working in an Agile environment. This position will work collaboratively with the Salesforce Technical Leads. This role requires expertise in Apex, Lightning Web Components (LWC), Flow automation, and a deep understanding of Sales Cloud and Service Cloud best practices.

Principal Responsibilities:

• Identify, analyze and develop functionality using the Force.com platform.

• Software engineering skills with Force.com Platform (Apex, VisualForce, SOQL, Unit Testing).

• Design and implement Apex classes, triggers, Visualforce pages, Lightning Web Components (LWC), and SOQL queries to support the business requirements.

• Configure SCV to integrate telephony platforms (Amazon Connect) directly into the Salesforce Service Cloud console.

• Implement Omni-Channel routing for voice and digital channels, creating automated call routing, IVR, and queuing workflows.

• Collaborate with Business Analysts and Technical Leads to implement technical specifications for sales automation, lead management, opportunity tracking, case management, knowledge management, and service cloud voice.

• Configure and develop Flows, Process Builder, Validation Rules, and other declarative automation to enhance sales and service operations.

• Integrate Salesforce with third-party applications (e.g., CTI, ERP, Marketing Automation) via REST/SOAP APIs, Platform Events, and External Services.

• Follow and enforce best practices for code quality, security, performance, and maintainability in Salesforce development.

• Conduct unit testing, peer code reviews, and assist with QA Testing and UAT (User Acceptance Testing) to ensure high-quality deliverables.

• Act as a point of escalation for advanced Salesforce issues, working with the Business Support Team to troubleshoot and resolve complex problems.

• Maintain and update technical documentation, ensuring proper knowledge transfer and operational readiness.

• Report status, issues and risks to the Salesforce Development manager on a regular basis. • Assisting offshore development team as needed

• Adhere to Data & Technical Governance policies, assisting with data migration and system optimizations.

• Advocate the adoption of CRM related tools and identify technical or process enhancements that will increase operational efficiencies.

• Stay up to date with the latest Salesforce releases, features, and industry best practices, advocating for their adoption when beneficial.

• Performs other duties and responsibilities as assigned

Education and Qualification:

• Education level: Bachelor's degree

• Preferred Education Level: Bachelor's degree and IT related experience

• 5+ years of experience in Salesforce development

• Relevant certification required (ADM 201, Certified Platform Developer I and II, Sales Cloud Consultant, Service Cloud Consultant)

• 5+ years of experience with Applications Development

• Demonstrated experience in Apex, Triggers, Visual Force, and Lighting Components

• Experience with the Agile – Scrum Framework

• Experience with web services (REST & SOAP, JSON & XML, etc.)

• Experience with Salesforce integrations and API development including MuleSoft

• Familiarity with version control tools (e.g., Git) and CI/CD processes