Senior Salesforce Developer, Service Cloud

New Relic, Inc.; Bengaluru; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

New Relic, Inc. is seeking a Senior Salesforce Developer to design and implement scalable Service Cloud and Experience Cloud solutions.

You will build robust integrations with complex third‑party systems and collaborate with stakeholders to translate requirements into technical designs. You will work with a US-based team, ensuring a few hours overlap with PST, and leverage Apex, LWC, Flow, and REST APIs to deliver high‑quality, automated business processes.

Qualifications

• Bachelor's degree in Computer Science/Management Information Systems or equivalent experience.
• 5+ years of hands-on Salesforce development including Service Cloud & Experience Cloud.
• Experience with Omni Channel, Chat, Entitlements and Milestones.
• 5+ years of Salesforce development (Apex, Trigger, LWC, SOQL) with delivery track record.
• Excellent systems integration experience with REST and Web Services APIs.
• Experience with Flow automation and Sharing/Security model.
• Strong OO concepts, design patterns and Agile practices.
• Experience with DevOps tools (SFDX, Git, Jenkins, Ant).
• Ability to work autonomously and manage time; strong communication skills.
• Salesforce Certifications are a plus; AgentForce/Data360 experience is a plus.

Responsibilities

• Partner with stakeholders to identify requirements and design scalable Salesforce solutions.
• Configure and optimize Service Cloud features including Omni-Channel, Console, Case Management, Entitlements, Milestones, Knowledge and Experience Cloud.
• Architect and build integrations between Salesforce and third‑party enterprise systems (e.g., CTI, Jira).
• Collaborate with US-based team with brief PST overlap for coordination.
• Define and shape technical approaches using best practices.
• Customize Salesforce with declarative and coded approaches (Lightning Pages, Flow, Apex, Triggers, LWC).
• Develop integration strategies connecting Salesforce to various systems and data sources.
• Monitor, troubleshoot, improve performance and user experience.
• Document implementations and provide training and support to users and stakeholders.

Skills

Salesforce Development

Service Cloud

Experience Cloud

Apex

Lightning Web Components

SOQL

REST APIs

Integration

Agile

Communication

Education

Bachelor's Degree in CS/IS or equivalent

Tools

SFDX

Git

Jenkins

Ant

Jira

Job description

Senior Salesforce Developer, Service Cloud

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us!

What you'll do:

• Partner and consult with business stakeholders to identify and define requirements, design and build complex, performant business-critical solutions
• Configure and optimize core Service Cloud features, including Omni-Channel, Lightning Service Console, Case Management, Entitlements, Milestones, Salesforce Knowledge and Experience Cloud.
• Architect and build robust, highly scalable integrations between Salesforce and complex third-party enterprise systems (e.g., CTI/telephony systems, Jira & other external systems).
• Collaborate closely with our US-based team, ensuring a few hours of overlap with Pacific Standard Time (PST) to facilitate seamless communication and project coordination.
• Drive defining, estimating, and shaping technical approaches/solutions using best practices
• Customize the Salesforce platform using declarative and coded approaches including Lightning Pages, Flow Builder, APEX triggers and classes, and Lightning Components
• Develop and execute integration strategies to connect Salesforce with various systems, applications, and data sources, ensuring seamless data flow and business process automation
• Monitor, troubleshoot and resolve issues promptly, improve performance, and enhance the overall user experience
• Author and maintain documentation of implementations and integration configurations, protocols, and best practices, and provide training and support to end-users and stakeholders

This role requires :

• Bachelor's Degree in Computer Science, Management Information Systems or the equivalent related experience
• 5+ years of hands-on development in Salesforce development, includes Service Cloud & Experience Cloud, from business requirements assessment to solutions as well as coordinating/leading solution design, development/configuration, and deployment using Salesforce Service Cloud features
• Experience with Salesforce Omni Channel, Chat, Entitlements and Milestones.
• 5+ years of Salesforce Development experience (Apex, Trigger, Lightning Web Components and SOQL/SOQL) with proven track record of successful project delivery.
• Excellent systems integration experience with REST, Web Services APIs and third-party applications.
• Experience automation process with Flows and Salesforce Sharing & Security model.
• Strong understanding of object-oriented concepts, application design principles and design patterns.
• Experience using effective methodologies (e.g. Agile, test-driven development) and continuous development tools (e.g. SFDX, GIT, Jenkins, Ant etc)
• Ability to work autonomously and organize your own time.
• Excellent written and oral communication skills.
• Salesforce Certifications (Salesforce Platform Developer, Platform Developer II or Salesforce Service Cloud Certification) are a plus
• Experience with Salesforce AgentForce, Data360 are a plus.

Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day. We celebrate our talented Relics' different backgrounds and abilities, and recognize the different paths they took to reach us – including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. We're looking for people who feel connected to our mission and values, not just candidates who check off all the boxes.

If you require a reasonable accommodation to complete any part of the application or recruiting process, please reach out to [e-mail].

We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.

Our hiring process

In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers means that a criminal background check is required to join New Relic.

We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, theSan Francisco Fair Chance Ordinance .

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.

New Relic develops and distributes encryption software and technology that complies with U.S. export controls and licensing requirements. Certain New Relic roles require candidates to pass an export compliance assessment as a condition of employment in any global location. If relevant, we will provide more information later in the application process.

Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.