Position Description

Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results.

CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com.

Job Title: Salesforce Developer

Position: Senior Software Engineer

Experience: 4–6 Years

Category

Shift: General Shift

Location: Chennai, Hyderabad, Mumbai and Pune

Position ID

Employment Type: Full time

Education Qualification: BE/B-Tech

Position Description

We are looking for a skilled Salesforce Developer with 4–6 years of experience to design, develop, customize, and maintain a Salesforce-based Customer Support Ticketing System. The candidate will be responsible for implementing customer support workflows, automating ticket management processes, integrating Salesforce with other applications, and migrating historical ticketing data from Jira to Salesforce.

Your future duties and responsibilities

Responsibilities

- Salesforce Development & Customization
- Develop and customize Salesforce Service Cloud solutions for customer support and ticket management.
- Build and maintain Apex Classes, Triggers, Lightning Web Components (LWC), SOQL, and Salesforce Flows.
- Configure Case Management, assignment rules, escalation rules, SLAs, notifications, and approval workflows.
- Develop custom dashboards, reports, and search capabilities for customer support operations.
- Implement role-based access, profiles, permission sets, and data security.
- Jira to Salesforce Data Migration
- Plan and execute migration of historical tickets,



comments, attachments, users, and related data from Jira to Salesforce.
- Develop migration scripts, APIs, and ETL processes for accurate data transfer.
- Perform data mapping, transformation, validation, reconciliation, and duplicate handling.
- Ensure data integrity, historical traceability, and minimal disruption during migration.
- Integration & Automation
- Develop REST API integrations between Salesforce, Jira, and other enterprise applications.
- Automate ticket assignment, escalation, notifications, and SLA tracking.
- Implement integrations with email, reporting systems, and other customer support tools.
- Troubleshoot and optimize Salesforce application performance.
- Testing, Deployment & Support
- Perform unit testing, debugging, and performance optimization.
- Manage deployments across Salesforce environments using CI/CD tools.
- Work closely with Business Analysts, Customer Support teams, and stakeholders to translate business requirements into technical solutions.
- Provide production support, resolve defects, and implement continuous improvements.

Required Qualifications To Be Successful In This Role Must-Have Skills:

- Salesforce Service Cloud
- Salesforce Professional with strong expertise in Experience Cloud, Service Cloud, Case Management, Entitlements, and SLA management
- Lightning Web Components (LWC)
- Apex
- Salesforce Flows
- SOQL
- Experience Cloud deployments
- REST API integrations
- Jira Integration
- Data Migration
- Case Management
- Entitlements and SLA management
- Hands-on development experience
- Salesforce-based Customer Support Ticketing System

Good-to-Have Skills
- CI/CD tools
- ETL processes




- Integrations with email, reporting systems, and other customer support tools
- Salesforce application performance optimization
- Customer support workflows
- Ticket management processes
- Data mapping, transformation, validation, reconciliation, and duplicate handling
- Production support and continuous improvements

CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodation for people with disabilities in accordance with provincial legislation. Please let us know if you require reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs. Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace recent opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.

📌 SSE-Salesforce Developer with Salesforce Service Cloud (Hyderabad)
🏢 CGI
📍 Hyderabad