senior salesforce engineer

Sr. Salesforce Engineer Service Cloud (Customer Support)

Location: Bangalore (Hybrid Mode)

Experience: 5+ Years

Employment Type: Full-time

About the Role:

We are seeking an experienced Sr. Salesforce Engineer with deep expertise in Service Cloud to design, develop, and implement Salesforce solutions supporting contact center operations. This role focuses on enhancing agent productivity, customer interactions, and workforce management through Salesforce and integrated applications, including AI-driven solutions.

Key Responsibilities:

Design and develop Salesforce solutions to support contact center operations, agent productivity, and customer interactions.

Interpret system and business requirements to create detailed technical specifications and design documents.

Build and maintain seamless integrations between Salesforce and contact center technologies (e.g., TalkDesk, Genesys, Assembled, RingCentral).

Develop and implement automated workflows to optimize call routing, agent scheduling, performance monitoring, and quality assurance.

Leverage AI/ML models to predict customer behavior, optimize resource allocation, and enhance operational efficiency.

Enhance existing processes through innovative technical solutions, driving improved customer experience and reduced operational costs.

Collaborate with contact center managers, agents, engineers, and business stakeholders through all project phases.

Provide ongoing support and maintenance for Salesforce and integrated technologies.

Ensure data quality and integrity across Salesforce and connected systems.

Apply AI technologies (conversational AI, NLP, predictive analytics) to improve customer interactions and agent efficiency.

Required Qualifications & Skills:

BS/BA in Computer Science, Engineering, or related field (or equivalent experience).

Deep knowledge of Salesforce Service Cloud and Sales Cloud, with a focus on contact center features (Service Console, CTI, Omni-Channel).

5+ years of hands-on Salesforce development using Apex, Lightning UI (Aura/LWC), REST/SOAP APIs, Visualforce, JavaScript, XML, JSON, HTML, CSS, AJAX.

Expertise in CI/CD tools: Autorabit, GitHub, Bitbucket, Jenkins, ANT.

Salesforce certifications: Platform Developer I/II (required), Service Cloud Consultant (preferred).

Strong understanding of Managed Packages, OAUTH2, caching, future calls, Outlook integration, Open CTI.

Experience in designing and implementing integrations with contact center technologies via APIs or connectors.

Proven ability to independently lead technical projects from design to delivery.

Excellent communication and interpersonal skills for effective collaboration with cross-functional teams.

Experience integrating Salesforce with other tools (Gong, Calendly, Zendesk, Freshdesk).

Knowledge of key contact center metrics (handle time, abandonment rate, customer satisfaction, first call resolution) and ability to leverage Salesforce to improve these metrics.

Experience applying AI/ML solutions in contact center workflows (routing automation, chatbots, sentiment analysis, speech-to-text, agent assist) is preferred.

Why Join Us:

Lead impactful Salesforce Service Cloud projects supporting customer support operations.

Work with cutting-edge AI/ML-driven contact center technologies.

Collaborative and innovative work environment with experienced Salesforce professionals.

Competitive compensation and benefits, including medical coverage.