Key Responsibilities
Design, develop, test, and deploy customized solutions on the Salesforce platform with a primary focus on Service Cloud
Build, configure, and deploy Agentforce Service Agent solutions — topics, actions, prompt templates, and grounding — to automate and enhance customer service workflows
Develop Apex classes, triggers, Lightning Web Components (LWC), Flows, and integrations to support business requirements
Collaborate with business stakeholders, product owners, and BA to gather requirements and translate them into technical designs
Participate in solution design discussions, providing recommendations on best practices and scalable architecture
Troubleshoot, debug, and optimize existing Service Cloud and Agentforce implementations
Ensure code quality through unit testing, code reviews, and adherence to Salesforce development best practices (Design Pattern principles, bulkification, governor limit management)
Support integrations between Salesforce and third-party systems (REST/SOAP APIs, middleware)
Stay current with Salesforce releases and proactively recommend adoption of new features, especially within the Agentforce and Data Cloud ecosystem
Document technical designs, configurations, and processes for knowledge sharing
Must-Have Skills
4–5 years of overall Salesforce development experience
Strong, demonstrable expertise in Service Cloud (Case Management, Omni-Channel, Knowledge, Email-to-Case, CTI integrations, Entitlements/SLAs) and experience cloud
Minimum 1 year of hands-on experience with Agentforce Service Agent — building topics, actions, prompt templates, and grounding configurations for customer-facing/service use cases
Solid Apex, LWC, SOQL/SOSL, Flow, and declarative development skills
Experience with Salesforce integrations (REST/SOAP, API-based integrations, middleware tools)
Strong understanding of Salesforce data model, security model (profiles, permission sets, sharing rules), and governor limits
Experience with version control (Git) and CI/CD deployment tools (Copado, Gearset, SFDX, or similar)
Experience with Data Cloud (Data 360) — data harmonization, identity resolution, calculated insights, segmentation
Excellent communication skills — able to confidently engage with stakeholders, explain technical concepts to non-technical audiences, and build trust through clear, proactive communication
Strong problem-solving ability and ownership mindset
Certifications
Must-Have
Salesforce Certified Platform Developer I
Salesforce Certified Service Cloud Consultant
Good-to-Have
Salesforce Certified Platform Developer II
Salesforce Certified AI Specialist
Salesforce Data360 Consultant
Good-to-Have Skills
Experience with Sales Cloud
Exposure to Prompt Engineering or working with LLM-based automation beyond Agentforce
Agile/Scrum and Clinical trial project experience
Soft Skills / Behavioral Expectations
Comfortable working directly with client/business stakeholders — not just taking requirements but challenging and refining them
Able to build trust and credibility quickly through transparent, confident communication
Self-driven, able to work with minimal supervision once requirements are clear
Collaborative team player who can mentor junior developers when needed
Qualifications
Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent practical experience), MCA
Platform Developer I and Service Cloud Consultant certifications are mandatory; Platform Developer II and AI Specialist certifications are a plus
