Teqfocus - Salesforce Engineer - Sales & Service Cloud

4 weeks ago

Bengaluru, India Teqfocus Full time

About the role :

As a Senior Salesforce Engineer Service Cloud (Customer Support), you will play a critical role in designing, developing, and maintaining scalable Salesforce solutions that empower our customer support and contact center operations.

Youll collaborate with cross-functional teams to deliver innovative solutions, integrate advanced technologies, and optimize customer and agent you'll do :


- Design and develop comprehensive solutions on Salesforce (and integrated applications) to support contact center operations, including agent productivity, customer interactions, and workforce management.


- Interpret system and business requirements to create detailed technical specifications and design documents, adhering to SDLC, with a focus on integrating with telephony and workforce management platforms.

- Build and maintain seamless integrations between Salesforce and contact center technologies (e.g., TalkDesk, Genesys, Assembled, Ring Central, etc), ensuring accurate and efficient data flow and real-time operational insights.

- Develop and implement automated workflows and processes to optimize contact center operations, such as call routing, agent scheduling, performance monitoring, and quality assurance.

- Utilize AI/ML models to predict customer behavior, optimize resource allocation, and improve performance (e.g., predictive routing, agent skill-based routing, forecasting).

- Enhance existing processes through innovative technical solutions, driving improved customer experience, increased agent efficiency, and reduced operational costs.

- Collaborate closely with contact center managers, agents, engineers, and business stakeholders throughout all project phases, from design and development to testing and deployment.

- Provide ongoing support and maintenance for the Salesforce instance and integrated technologies, ensuring optimal performance and addressing evolving requirements.

- Ensure data quality and integrity across all systems and the Salesforce platform, providing valuable insights into customer interactions and agent performance.

- Maintain a flexible and proactive approach to adapt to changing project requirements and effectively contribute to the team's success.

- Leverage AI technologies like conversational AI, machine learning, and natural language processing to enhance customer interactions and improve agent efficiency (e.g., chatbots, sentiment analysis, AI-powered routing).


What you'll bring :

- BS/BA degree in Computer Science, Engineering, or a related field, or equivalent experience.

- Deep knowledge of Salesforce Service Cloud and Sales Cloud, with a strong focus on features supporting contact center operations (e.g., Service Console, CTI integration, Omni-Channel).

- 5+ years of hands-on Salesforce development experience using Apex, Lightning UI (Aura/LWC), REST/SOAP APIs, Visualforce, JavaScript, XML, JSON, HTML, CSS, and AJAX.

- Solid software design, coding, testing, maintenance, and debugging skills on the Salesforce CRM platform.

- Expertise in CI/CD tools like Autorabit, Github, Bitbucket, Jenkins, and ANT.

- Salesforce certifications (Platform Developer I/II required, Service Cloud Consultant preferred).

- Strong understanding of Managed Packages, OAUTH2, Caching, Future calls, outlook integration, open CTI and salesforce features.

- Experience designing and implementing integrations between Salesforce and contact center technologies (e.g., TalkDesk, Genesys, Assembled, Ring Central, etc) using standard connectors or APIs.

- Proven ability to independently lead technical projects from conception to delivery, including solution design and implementation.

- Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and leadership.

- Experience with integrating Salesforce and contact center technologies with other applications (e.g., Gong, Calendly, ticketing systems like Zendesk or :


- Demonstrate a strong understanding of key contact center metrics (e.g., handle time, abandonment rate, customer satisfaction, first call resolution) and how to leverage Salesforce and other tools to track and improve these :

- Experience with integrating AI/ML models into contact center solutions (e.g., routing automation, sentiment analysis, chatbots, speech-to-text, agent assist technologies).


(ref:hirist.tech)

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