– 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 squad's 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

- Bachelor's 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 / Positive 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

📌 SFSC Senior Engineer (Bengaluru)
🏢 TalentOla
📍 Bengaluru