Salesforce Developer

📋 Description

• Design and create comprehensive solutions on Salesforce (and related applications) to enhance contact center operations, including agent productivity, customer interactions, and workforce management.

• Analyze system and business requirements to develop detailed technical specifications and design documents, following SDLC principles, with an emphasis on integration with telephony and workforce management platforms.

• Establish and manage seamless integrations between Salesforce and contact center technologies (e.g., TalkDesk, Genesys, Assembled, Ring Central, etc.), ensuring precise and efficient data flow along with real-time operational insights.

• Create and implement automated workflows and processes to streamline contact center operations, such as call routing, agent scheduling, performance monitoring, and quality assurance.

• Utilize AI/ML models to forecast customer behavior, optimize resource allocation, and enhance performance.

• Improve existing processes through innovative technical solutions, fostering better customer experience, increased agent efficiency, and reduced operational costs.

• Work closely with contact center managers, agents, engineers, and business stakeholders throughout all project phases, from design and development to testing and deployment.

• Provide ongoing support and maintenance for the Salesforce instance and integrated technologies, ensuring peak performance and responding to evolving requirements.

• Maintain data quality and integrity across all systems and the Salesforce platform, delivering valuable insights into customer interactions and agent performance.

• Adopt a flexible and proactive approach to adapt to shifting project requirements and effectively contribute to the team's overall success.

• Leverage AI technologies such as conversational AI, machine learning, and natural language processing to enhance customer interactions and boost agent efficiency.

⛳️ Requirements

• BS/BA degree in Computer Science, Engineering, or a related field, or equivalent experience.

• Extensive knowledge of Salesforce Service Cloud and Sales Cloud, with a strong emphasis on features that support contact center operations.

• Over 3 years of practical Salesforce development experience using Apex, Lightning UI (Aura/LWC), REST/SOAP APIs, Visualforce, JavaScript, XML, JSON, HTML, CSS, and AJAX.

• Strong software design, coding, testing, maintenance, and debugging capabilities on the Salesforce CRM platform.

• Proficiency in CI/CD tools like Autorabit, Github, Bitbucket, Jenkins, and ANT.

• Salesforce certifications (Platform Developer I/II - required, Service Cloud Consultant - preferred).

• Solid understanding of Managed Packages, OAUTH2, Caching, Future calls, Outlook integration, open CTI, and Salesforce features.

• Experience in designing and implementing integrations between Salesforce and contact center technologies (e.g., TalkDesk, Genesys, Assembled, Ring Central, etc.) using standard connectors or APIs.

• Proven track record of independently leading technical projects from conception to delivery, including solution design and implementation.

• Exceptional communication and interpersonal skills to effectively collaborate with cross-functional teams and leadership.

• Experience with integrating Salesforce and contact center technologies with other applications (e.g., Gong, Calendly, ticketing systems like Zendesk or Freshdesk).

🏝️ Benefits

• We utilize technology, including automated and AI-assisted tools, to facilitate certain aspects of our recruitment process. These tools are designed to enhance efficiency and improve the candidate experience. AI tools are not involved in making hiring decisions; all hiring decisions are made by our hiring teams. At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from diverse backgrounds is what makes our product and culture exceptional. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, sexual orientation, or any other characteristic protected by applicable laws.