NTT DATA is seeking a Senior Salesforce Service Cloud Developer to join their team in Bengaluru, Karnataka, India. The ideal candidate will have a minimum of 5+ years of experience in Salesforce.com projects, with expertise in Service Cloud implementations and a proven track record of delivering end-to-end Salesforce projects with focus on customer service excellence and agent productivity.
Requirements
- Minimum 5+ years of work experience in Salesforce.com Projects
- Highly experienced in Administration and application development using Salesforce.com
- Deep expertise in Service Cloud implementations for enterprise clients
- Proven track record in successfully delivering end-to-end Salesforce projects with focus on customer service excellence and agent productivity
- Strong knowledge and implementation experience of Agentforce to improve service agent productivity, drive automation, and streamline service operations
- Skilled in building customer-centric solutions leveraging Service Cloud best practices including SLA tracking, entitlement processes, escalation rules, and service contracts
- Knowledge of analytics, reports, and dashboards for Service Cloud to monitor KPIs like case resolution time, agent performance, and customer satisfaction
- Experienced in developing and maintaining Apex Classes, Triggers, Visualforce Pages, Lightning Web Components (LWC), and Flows to deliver custom solutions
- Proficient in implementing system integrations with external platforms using REST/SOAP APIs, AWS, CTI connectors, middleware tools, and Platform Events for real-time communication and data exchange
- Expertise in customizing Salesforce with objects, workflows, process builder, roles, profiles, sharing rules, validation rules, and page layouts
- Strong understanding of Salesforce Governor Limits and experience in optimizing code to meet performance and scalability requirements
- Responsible for deployment lifecycle management using Copado and Change Sets
- Experienced in data migration and cleansing activities using Apex Data Loader and other ETL tools
- Capable of rapidly learning new technologies and processes, and successfully applying them to projects and operations
- Strong project discipline with experience in managing deliverables, timelines, and cross-functional collaboration
- Effective team player with the ability to work efficiently under pressure and within tight deadlines
- Excellent communication and stakeholder management skills
- Certifications (Preferred): Salesforce Certified Service Cloud Consultant, Salesforce Administrator / Platform Developer certifications
Benefits
- Competitive salary
- Benefits package
- Opportunities for career growth and development
- Collaborative and inclusive work environment
