Senior Salesforce Engineer – Service Cloud & Operations

About the role

We are looking for a Senior Salesforce Engineer to join our Customer Success & Operations Engineering team. You will work remotely to enhance and maintain a large‑scale post‑sales support platform built on Salesforce Service Cloud for a major international client.

Key responsibilities

• Maintain and support the unified Service Cloud architecture, including case management, knowledge bases, and agent productivity tools.
• Deliver technical enhancements such as AI‑driven case summarization, bulk messaging/email tools, Omnichannel routing, and automated feedback synchronization.
• Rotate into a Developer Fast‑Response Engineer (DFR) role to triage alerts, monitor health KPIs, resolve incidents, and document findings.
• Design, build, and maintain Salesforce API integrations with external systems and Snowflake data warehouses.
• Participate in weekly Operations Reviews, continuous system monitoring, and keep documentation up to date in Confluence.

Required profile

• Proven senior‑level experience developing on Salesforce with a focus on Service Cloud and Omnichannel.
• Strong background in production support, incident management, and root‑cause analysis.
• Hands‑on experience building and maintaining integrations between Salesforce and external platforms.

Required skills

• Apex
• Lightning Web Components (LWC)
• Salesforce Flows
• Service Cloud configuration
• Omnichannel routing setup
• Salesforce API integration
• Snowflake data platform
• System monitoring and reliability practices