Senior Salesforce Developer - Service Cloud

Senior Salesforce Developer — Service Cloud

Business Systems | ECI Solutions Hyderabad | On-site

Job Title

Senior Salesforce Developer – Service Cloud

Location

Hyderabad, India — On-site

Work Model

On-site, 5 days per week

Department

Business Systems / Enterprise Applications (Internal IT)

Reports To

Salesforce Development Team Lead

Employment Type

Full-time, permanent

Experience

5–9+ years total; 4+ years hands-on Salesforce development with significant Service Cloud depth

Working Hours

India business hours with 2–3 hours of overlap with US Central Time

About Eci Solutions

ECI Solutions builds cloud-based business management and ERP software for small and mid-sized companies in manufacturing, distribution, building and construction, and field service. Our Business Systems organisation runs the Salesforce platform that our global sales, revenue and customer support teams depend on every day — a single connected org that sits at the centre of our quote-to-cash and customer-support operations and integrates with our ERP, billing, CPQ, data and telephony systems.

THE ROLE

ECI’s customer support organisation runs on Service Cloud. Thousands of cases a month flow through it, across multiple products, regions, support tiers and channels, and it is the system our customers judge us by when something goes wrong.

We are looking for a senior developer to own the engineering behind that platform — case lifecycle, routing, entitlements, knowledge, channels, telephony and the integrations that connect support to the rest of the business — and to build the next generation of it with Agentforce and Einstein.

This is a hands-on individual contributor role on a small team. You will work directly with support operations leaders, not through three layers of translation.

Key Responsibilities

Service Cloud Engineering

• Design, build and maintain the case lifecycle: record types, case assignment, escalation, queues, milestones, entitlements and SLA enforcement.
• Build and tune Omni-Channel routing — skills-based routing, capacity models, presence, and queue design — against real support workload patterns.
• Develop Lightning Web Components and Apex to streamline the agent console: custom quick actions, guided flows, related-record panels, and macros that remove clicks from high-volume work.
• Configure and extend intake channels: Email-to-Case, Web-to-Case, Experience Cloud customer portal, chat/messaging, and in-product case creation.
• Build and maintain Knowledge: article types, approval and publishing workflows, data categories, article recommendations, and attach-to-case behaviour.
• Implement CSAT/NPS survey capture and feed the results back into reporting and coaching workflows.

AI and Automation

• Build Agentforce service agents for case deflection, summarisation, and assisted resolution, including topic and action design, grounding in Knowledge and Data Cloud, and testing against real case history.
• Implement Einstein capabilities such as case classification, article recommendations, reply recommendations, and work summaries.
• Design the guardrails: escalation to a human, confidence thresholds, audit logging, and measurement of whether the automation actually helped.
• Automate repetitive support operations work with Flow, Apex, and scheduled jobs.

Integrations

• Integrate Service Cloud with telephony/CTI (Amazon Connect, Genesys, Five9 or similar), engineering issue trackers (Jira or Azure DevOps), ERP and entitlement sources, and the data warehouse.
• Build and maintain API-based integrations using REST/SOAP, Platform Events, Change Data Capture, and middleware such as MuleSoft.
• Own error handling, retry logic, and reconciliation so that failed integrations are visible and recoverable rather than silent.

Quality and Operations

• Write unit tests with meaningful assertions and maintain coverage well above the platform minimum.
• Participate in code review both as author and reviewer, and mentor junior developers on the team.
• Support production incidents affecting the support organisation, perform root-cause analysis, and prevent recurrence.
• Deploy through a Git-based CI/CD pipeline and keep metadata under source control.

Required Qualifications

• Experience: 5–9 years in software development, including at least 4 years building on Salesforce with substantial Service Cloud work.
• Service Cloud depth: Hands-on with case management, Omni-Channel routing, entitlements and milestones, Knowledge, the Service Console, and at least two intake channels in production.
• Apex: Strong Apex — trigger frameworks, asynchronous processing, bulkification, governor limits, and SOQL optimisation for large data volumes.
• LWC: Production Lightning Web Component development with modern JavaScript, including Apex wiring, events, and console-specific APIs.
• Declarative craft: Strong Flow skills and good judgement about when a Flow is the right answer and when it is not.
• Integration: Experience building API integrations with authentication patterns (OAuth 2.0, JWT, Named Credentials) and robust error handling.
• DevOps: Salesforce DX, Git, and deployment through a CI/CD pipeline.
• Communication: Comfortable gathering requirements directly from support managers and agents, and pushing back with a better option when the requested solution is the wrong one.

Preferred Qualifications

• Production experience with Agentforce, Einstein for Service, or Data Cloud.
• CTI/telephony integration experience.
• Salesforce Field Service experience.
• Experience Cloud customer or partner portal development.
• Experience supporting an internal support organisation in a SaaS or software company.
• Familiarity with support metrics — first response time, time to resolution, deflection rate, CSAT — and how platform design moves them.

CERTIFICATIONS

• Required: Salesforce Certified Platform Developer I.
• Strongly preferred: Salesforce Certified Service Cloud Consultant.
• Valued: Platform Developer II, Agentforce Specialist, Agentforce Service Consultant, JavaScript Developer I, or Platform Administrator.

What Success Looks Like

• By 60 days: You understand our case lifecycle and routing model end to end and have shipped your first production changes.
• By 6 months: You own a meaningful area of the Service Cloud platform outright, have delivered at least one measurable improvement to agent efficiency or customer response time, and support operations comes to you directly.
• By 12 months: Agentforce or Einstein capability you built is live, measured, and demonstrably deflecting or accelerating case work.

What We Offer

• A single, high-impact internal Salesforce org — you will see the business result of what you ship, not just a ticket closing.
• Real investment in Agentforce, Data Cloud and AI-assisted automation, with budget and executive sponsorship behind it.
• Funded Salesforce certifications, Trailhead time, and a defined technical career path.
• Health insurance, provident fund, and leave policy per ECI India policy.

ECI Solutions is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate on the basis of gender, religion, caste, age, disability, marital status, or any other protected characteristic.

How To Apply

Please apply with your CV and, where possible, your Trailhead profile link. Candidates should be able to reliably commute to or relocate to Hyderabad.