Sr.Salesforce Developer (Service Cloud)

Concord USA; Pune District, Bengaluru; On-site; INR 2,400,000 - 4,800,000; Full time

Job summary

Concord USA is seeking a seasoned Salesforce specialist to design, develop, and support Service Cloud solutions for customer service and contact centers in Pune. You will build Agentforce AI agents, Apex classes, and Lightning Web Components, and create integrations with external systems.

You will collaborate with analysts, QA, product owners, and distributed teams to deliver scalable, reliable Salesforce platforms, including Data Cloud, Flows, and Omnichannel capabilities.

Qualifications

• Hands-on experience implementing Agentforce actions, topics, instructions, prompts, grounding/RAG solutions.
• Experience integrating Agentforce with enterprise APIs and external systems.
• Knowledge of Salesforce Data Cloud / Customer 360.
• Experience with Service Cloud Voice and Omni-Channel.
• Familiarity with Salesforce DevOps practices and CI/CD pipelines.
• Experience with integration platforms such as MuleSoft and/or Spring Boot.
• Salesforce Platform Developer I Certification preferred.

Responsibilities

• Design, develop, configure, and support Salesforce Service Cloud solutions for customer service and contact center operations.
• Develop and enhance Agentforce / AI Agents, including topics, instructions, actions, prompts, grounding, and integrations with Salesforce and external systems.
• Develop scalable Apex classes, triggers, batch Apex, queueable Apex, and Lightning Web Components (LWC).
• Build and support REST and SOAP integrations between Salesforce and enterprise applications.
• Design and maintain Salesforce Flows, including Screen Flows, Record-Triggered Flows, Scheduled Flows, Autolaunched Flows.
• Configure and maintain Salesforce platform capabilities, including Objects and Fields, Record Types, Page Layouts, Validation Rules, Approval Processes, Permission Sets and Profiles, Custom Metadata, Custom Settings.
• Perform Salesforce administration activities, including User management, Security and sharing configuration, Case management, Queues, Omni-Channel, Reporting and dashboards, Service Cloud configuration.
• Implement and support Service Cloud Voice and contact center integrations with providers such as Vonage and Amazon Connect.
• Develop integrations using REST APIs, Named Credentials, External Credentials, Platform Events, and middleware platforms.
• Utilize SQL and SOQL to query, troubleshoot, validate, and analyze customer and transactional data.
• Collaborate effectively with business analysts, architects, QA teams, product owners, and distributed development teams.

Skills

Salesforce Service Cloud

Agentforce

Apex development

Salesforce Flows

Integrations

Salesforce Administration

Tools

MuleSoft

Spring Boot

Salesforce Platform Developer I Certification

Job description

Strong hands-on expertise in:
Salesforce Service Cloud
Agentforce
Apex development
Salesforce Flows
Integrations
Salesforce Administration

Key Responsibilities

Design, develop, configure, and support Salesforce Service Cloud solutions for customer service and contact center operations.
Develop and enhance Agentforce / AI Agents, including topics, instructions, actions, prompts, grounding, and integrations with Salesforce and external systems.
Develop scalable Apex classes, triggers, batch Apex, queueable Apex, and Lightning Web Components (LWC).
Build and support REST and SOAP integrations between Salesforce and enterprise applications.
Design and maintain Salesforce Flows, including:
Screen Flows
Record-Triggered Flows
Scheduled Flows
Autolaunched Flows
Configure and maintain Salesforce platform capabilities, including:
Objects and Fields
Record Types
Page Layouts
Validation Rules
Approval Processes
Permission Sets and Profiles
Custom Metadata
Custom Settings
Perform Salesforce administration activities, including:
User management
Security and sharing configuration
Case management
Queues
Omni-Channel
Reporting and dashboards
Service Cloud configuration
Implement and support Service Cloud Voice and contact center integrations with providers such as Vonage and Amazon Connect.
Develop integrations using REST APIs, Named Credentials, External Credentials, Platform Events, and middleware platforms.
Utilize SQL and SOQL to query, troubleshoot, validate, and analyze customer and transactional data.
Collaborate effectively with business analysts, architects, QA teams, product owners, and distributed development teams.

Preferred Qualifications

Experience implementing Agentforce actions, topics, instructions, prompts, and grounding/RAG solutions.
Experience integrating Agentforce with enterprise APIs and external systems.
Knowledge of Salesforce Data Cloud / Customer 360.
Experience with Service Cloud Voice and Omni-Channel.
Familiarity with Salesforce DevOps practices and CI/CD pipelines.
Experience with integration platforms such as MuleSoft and/or Spring Boot.
Salesforce Platform Developer I Certification preferred.

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Concord is an execution partner helping organizations drive digital transformation, modernization, and scalable technology solutions. We deliver results that solve real business challenges. We operate globally and are growing fast, shaping the future of technology. Join a team trusted by top companies to drive strategic growth and operational excellence!