Job Description
Job Title: Senior Salesforce Developer / Solution Architect – Service Cloud, Einstein, and Agent Force
Work Location: Remote
Contract Duration: Long Term
Role Summary:
We are seeking a Senior Salesforce Developer with deep expertise in Salesforce Service Cloud, Einstein AI capabilities, and Agent force to design and implement intelligent service solutions that enhance agent productivity and customer experience.
This role will lead the development of AI-powered service workflows, automation, and conversational experiences, supporting capabilities such as agent assist, case summarization, sentiment analysis, knowledge recommendations, and autonomous service agents.
The ideal candidate is a hands-on technical leader capable of designing scalable Salesforce solutions while collaborating closely with architects, product owners, and service operations teams.
Key Responsibilities
- Salesforce Service Cloud Development
- Design and implement scalable Service Cloud solutions including Case Management, Omni-Channel, Digital Engagement, and Knowledge.
- Build and maintain Apex classes, triggers, Lightning Web Components (LWC), and Flows.
- Develop integrations with external systems via REST/SOAP APIs, Platform Events, and middleware.
- Optimize service workflows to support contact center and digital service channels.
AI and Agentforce Enablement
? Implement and configure Salesforce Einstein capabilities, including:
o Case summarization
o Conversation insights
o Sentiment analysis
- o Predictive recommendations
- Design and build Agentforce AI agents to automate service workflows and support agents.
- Integrate AI-generated insights and recommendations into agent workspaces.
- Develop conversational and automation logic supporting chatbots and AI assistants.
- Conversational & Digital Service Channels
- Implement and enhance Messaging for In-App and Web (MIAW) and digital chat capabilities.
- Build and optimize chatbot and AI-driven service automation.
- Implement NLU training models, utterances, and intent management where applicable.
- Architecture & Integration
- Collaborate with solution architects to define scalable Service Cloud architectures.
- Design event-driven integrations and service automation patterns.
- Ensure best practices around governor limits, performance, and scalability.
- Technical Leadership
- Provide technical mentorship and code review for other Salesforce developers.
- Lead the design and development lifecycle from requirements through deployment.
- Translate business requirements into technical architecture and implementation plans.
- Collaborate with stakeholders to prioritize and deliver service enhancements.
- Required Qualifications:
- Conversational & Digital Service Channels
- Implement and enhance Messaging for In-App and Web (MIAW) and digital chat capabilities.
- Build and optimize chatbot and AI-driven service automation.
- Implement NLU training models, utterances, and intent management where applicable.
- Architecture & Integration
- Collaborate with solution architects to define scalable Service Cloud architectures.
- Design event-driven integrations and service automation patterns.
- Ensure best practices around governor limits, performance, and scalability.
- Technical Leadership
- Provide technical mentorship and code review for other Salesforce developers.
- Lead the design and development lifecycle from requirements through deployment.
- Translate business requirements into technical architecture and implementation plans.
- Collaborate with stakeholders to prioritize and deliver service enhancements.
- Technical Skills
- Apex
- Lightning Web Components (LWC)
- Salesforce Flows
- REST/SOAP APIs
- Platform Events
- Omni-Channel configuration
- Salesforce Knowledge
- Git-based development workflows
AI / Automation Skills
- Experience implementing:
- Einstein Conversation Insights
- Einstein Case Summaries
- Sentiment analysis
- AI-driven service recommendations
- Conversational bots or AI agents
- Preferred Qualifications:
- Experience with Messaging for In-App and Web (MIAW)
- Experience integrating Salesforce with CCaaS platforms (Five9, Nice, Amazon Connect, etc.)
- Experience with Salesforce Data Cloud
- Experience with GenAI / LLM-powered service automation
- Experience in healthcare or nonprofit service environments
- Experience with event-driven architecture
- Certifications (Preferred)
- Salesforce Platform Developer II
- Salesforce Service Cloud Consultant
- Salesforce AI Specialist or Einstein certification
- Salesforce Agentforce Specialist (or equivalent AI certifications)
- Successful candidates will demonstrate:
- Strong technical leadership
- Ability to work independently and drive projects end-to-end
- Excellent written and verbal communication skills
- Ability to translate complex business needs into scalable Salesforce solutions
- Passion for AI-enabled service transformation
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