Principal Salesforce Service Cloud Engineer & Architect

RELX; Alpharetta (GA); On-site; USD 115,400 - 192,300; Full time

Job summary

LexisNexis Risk Solutions is seeking an experienced Salesforce developer to enhance and support critical customer relationship functions. You will focus on optimizing Sales and Customer Service workflows to improve efficiency, enable growth, and deliver strong customer experiences.

In this role, you will design, build, and deploy Service Cloud solutions, integrate with external systems, and participate in Agile/Scrum ceremonies to ensure timely delivery of features.

Qualifications

• Hands-on Salesforce development experience, with at least 3 years focused on Service Cloud implementations.
• Proficiency in Apex, SOQL/SOSL, and Lightning Web Components (LWC).
• Deep expertise in Service Cloud configuration: Cases, Queues, Assignment Rules, Escalation Rules, SLAs, Entitlement Management.
• Experience with Salesforce integration patterns using REST APIs, SOAP APIs, and Platform Events.
• Proficiency in Salesforce Flow (Screen Flows, Auto-launched Flows, Scheduled Flows) and declarative automation tools.
• Solid understanding of Salesforce security model: profiles, permission sets, roles, sharing rules, and OWD settings.
• Proven experience in Agile/Scrum teams with sprint-based delivery and backlog grooming.
• Hands-on experience with GitHub CI/CD pipelines for Salesforce deployments, including GitHub Actions workflows.
• Active Salesforce certifications: Platform Developer I minimum; Platform Developer II preferred.
• Strong analytical and problem-solving skills; able to communicate complex concepts clearly.

Responsibilities

• Design, develop, test, and deploy custom Salesforce solutions with a primary focus on Service Cloud features including Cases, Entitlements, Service Console, Omni-Channel, and Knowledge.
• Build and maintain Lightning Web Components (LWC) and Aura components to meet complex business requirements.
• Develop Apex classes, triggers, batch jobs, and scheduled jobs following best practices and governor limit guidelines.
• Configure and customize Service Cloud features such as Email-to-Case, Web-to-Case, CTI integrations, and Live Agent/Chat.
• Integrate Salesforce with third-party applications using REST/SOAP APIs, Platform Events, and middleware tools.
• Design and implement automated workflows using Flow Builder, Process Builder, and Approval Processes.
• Collaborate with business analysts and stakeholders to gather requirements and translate them into technical solutions.
• Conduct code reviews, maintain technical documentation, and enforce coding standards within the development team.
• Perform data migrations and manage data integrity using tools such as Data Loader, Workbench.
• Monitor system performance, troubleshoot production issues, and implement timely resolutions.
• Stay current with Salesforce platform updates (3x annual releases) and proactively identify opportunities to leverage new features.
• Participate actively in Agile/Scrum ceremonies including sprint planning, daily stand-ups, sprint reviews, and retrospectives to ensure timely delivery of features.
• Manage and execute Salesforce deployments using GitHub Actions-based CI/CD pipelines, ensuring reliable, automated, and version-controlled releases across sandbox and production environments.

Skills

Apex programming

SOQL/SOSL

Lightning Web Components

Service Cloud configuration

REST/SOAP integration

Salesforce Flow

Agile/Scrum

GitHub Actions CI/CD

Salesforce security model

Communication skills

Education

Salesforce Platform Developer I

Platform Developer II (preferred)

Tools

Jira

Job description

LexisNexis Risk Solutions is seeking an experienced Salesforce developer to enhance and support critical customer relationship functions. You will focus on optimizing Sales and Customer Service workflows to improve efficiency, enable growth, and deliver strong customer experiences.

In this role, you will design, build, and deploy Service Cloud solutions, integrate with external systems, and participate in Agile/Scrum ceremonies to ensure timely delivery of features.