Senior - Salesforce Service Cloud

7 days ago

Bengaluru, India Fossil Group Full time

Senior Salesforce Service Cloud Developer

Fossil Group
Location: Bengaluru
Department: Customer Technology
Reports To: CRM & Salesforce Technical Lead

Overview:
Fossil Group is seeking a highly skilled and experienced Senior Salesforce Service Cloud
Developer to join our dynamic team. This individual will play a key role in delivering world-class
customer experiences by leveraging Salesforce Service Cloud to power Fossil's global customer
service operations. You'll be part of a collaborative team driving technical excellence and
innovation across our CRM platforms.

Key Responsibilities:
Lead the design, development, and deployment of scalable Service Cloud solutions
supporting customer service and engagement across Fossils global brands.
Customize and extend Salesforce using Apex, Lightning Web Components,
Visualforce, and SOQL.
Implement and optimize key Service Cloud features, including:
Case Management
Service Console
Knowledge Articles
Omni-Channel Routing
Entitlements and Milestones
Macros, Quick Actions, and Email-to-Case
Develop and manage integrations with external systems using Salesforce APIs
(REST/SOAP).
Collaborate with business stakeholders to translate functional requirements into
technical solutions that align with Fossils brand values and customer-centric approach.
Establish best practices for code quality, performance, and maintainability.
Mentor junior developers and contribute to the continuous improvement of our
Salesforce development lifecycle using CI/CD tools like Gearset or Copado.
Ensure data security and compliance with Salesforce governance standards.

Qualifications:
5+ years of experience in Salesforce development with 3+ years in Service Cloud
Proven expertise with:
Apex (Triggers, Batch, Schedulers)
Lightning Web Components (LWC) & Aura
Visualforce and SOQL/SOSL
Omni-Channel, Service Console, Knowledge Base, Entitlements
Experience integrating Salesforce with external platforms (REST, SOAP APIs)
Strong understanding of Salesforce security and sharing models
Proficiency with Agile/Scrum methodologies
Familiarity with Fossil Groups digital ecosystem (or similar omnichannel retail
environments) is a plus
Preferred Certifications:
Salesforce Platform Developer I & II
Service Cloud Consultant
Salesforce Administrator (Advanced Admin a plus)
Certified Technical Architect (CTA) is a bonus.

Education:
Bachelor's degree in Computer Science, Information Systems, or related field (or
equivalent practical experience)

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