Senior Software Professional

6 - 8 years

8 - 12 Lacs

Posted:1 day ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Job Description:

Salesforce Senior Developer - Service Cloud Support

Key Responsibilities

  • Act as the primary escalation point for Service Cloud-related incidents, enhancements, and integrations.
  • Troubleshoot and resolve advanced issues across Case Management, Omni-Channel, Knowledge, Live Agent, and CTI integrations.
  • Monitor and optimize performance of flows, Apex classes, async jobs, and third-party connectors.
  • Collaborate with cross-functional teams (Product, Dev, QA) to translate business needs into scalable technical solutions.
  • Own release readiness: sandbox refreshes, deployment coordination, regression testing, and post-release validation.
  • Maintain and evolve user roles, permission sets, and routing configurations to support dynamic support models.
  • Document root cause analyses, resolution paths, and best practices for enablement and future-proofing.
  • Drive continuous improvement through automation, proactive monitoring, and user feedback loops.
  • Work independently with minimal supervision during the US daytime (starting at ~5:30 / 6 pm IST)

Required Skills & Experience

  • 6 8 years of Salesforce experience, with at least 4 years focused on Salesforce Service Cloud.
  • Deep understanding of Case Lifecycle, Entitlements, Milestones, and Omni-Channel routing.
  • Strong command of SOQL, Flow Builder, Apex debugging, and integration troubleshooting.
  • Experience with tools like Data Loader, Workbench, Change Sets, and DevOps.
  • Excellent problem-solving technique, debugging/trouble-shooting skills, analysing, & resolving production queries (L3 support)
  • Experience with monitoring/debugging tools (Debug logs, Event Monitoring, Health Check).
  • Proven ability to manage high-volume environments and multi-org setups.
  • Salesforce Administrator Certification and Salesforce Platform Developer Certification required; Service Cloud Consultant certification strongly preferred.
  • Familiarity with CTI platforms (e. g. , Genesys, Amazon Connect) and middleware (e. g. , MuleSoft) will be good to have.

Other Skills :

  • Excellent communication and stakeholder engagement skills.
  • Experience supporting global or multi-regional support operations.
  • Passion for simplifying processes.
  • Strong problem-solving mindset.
  • Ability to reframe technical updates into business-impact language.
  • Mentoring junior developers.

Location:

DGS India - Pune - Kharadi EON Free Zone

Brand:

Merkle

Time Type:

Full time

Contract Type:

Permanent

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