Salesforce Service Cloud Senior Developer

Experience: 5-8 Years.

Location: Bangalore, Ahmedabad, Hyderabad, Chennai, Mumbai, and Pune

Work Mode: Hybrid (Working 2 days from office is mandate)

Notice: Immediate.

Please find below the JD:

Role: Salesforce Service Cloud Senior Developer

Summary

We are seeking an experienced Salesforce Senior Developer with deep expertise in Service

Cloud, Agentforce, Generative AI (GenAI), and Salesforce Order Management (SOM). The ideal

candidate has a strong background in retail customer service implementations, understands

omnichannel engagement, and can design and develop scalable Salesforce solutions that

enhance agent productivity and customer experience.

Responsibilities

Design, develop, and implement solutions on Salesforce Service Cloud with a focus on retail

customer service use cases (e.g., order inquiries, returns, loyalty).

Build and configure Agentforce solutions, including AI-powered agent assistance, knowledge

management, and guided workflows.

Leverage GenAI capabilities within Salesforce to deliver personalized recommendations, case

summaries, and automated responses.

Develop and extend Salesforce Order Management (SOM) functionality for order lifecycle

management, fulfillment, and post-purchase service.

Write clean, efficient, and scalable Apex, LWC, and integration code.

Collaborate with architects, admins, and business stakeholders to translate requirements into

technical designs.

Perform unit testing, code reviews, and ensure adherence to Salesforce development best

practices.

Support release management, DevOps pipelines, and continuous integration.

Provide mentorship and guidance to junior developers on the team.

Required Skills & Experience

5+ years of Salesforce development experience, with at least 4+ years in Service Cloud.

Proven track record of implementing solutions in a retail customer service environment.

Hands-on experience with Agentforce (Einstein for Service, AI-powered agent tools).

Experience integrating and leveraging GenAI features in Salesforce (prompt builder, copilots,

response generation).

Strong development expertise in Apex, Lightning Web Components (LWC), Flows, and

SOQL/SOSL.

Implementation and customization experience with Salesforce Order Management (SOM).

Solid understanding of Salesforce data model, APIs, and integration patterns (REST, SOAP,

MuleSoft preferred).

Knowledge of retail order lifecycle, customer support workflows, and omnichannel service

(voice, chat, email, social).

Familiarity with Agile/Scrum delivery methodology.

Salesforce Service Cloud Consultant and/or Order Management Developer certification

preferred.

Excellent problem-solving and communication skills.

Preferred

Experience with Einstein Bots, Digital Engagement, and Knowledge Management.

Exposure to Salesforce Data Cloud or retail customer 360 solutions.

Prior work in B2C Commerce / SFCC integration with Service Cloud.