Senior Salesforce Developer, Service Cloud

About this role

<div class="content-intro"><p>We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us!</p></div><p><strong>What you’ll do:</strong></p> <p>&nbsp;</p> <ul> <li>Partner and consult with business stakeholders to identify and define requirements, design and build complex, performant business-critical solutions</li> <li>Configure and optimize core Service Cloud features, including Omni-Channel, Lightning Service Console, Case Management, Entitlements, Milestones, Salesforce Knowledge and Experience Cloud.</li> <li>Architect and build robust, highly scalable integrations between Salesforce and complex third-party enterprise systems (e.g., CTI/telephony systems, Jira &amp; other external systems).</li> <li>Collaborate closely with our US-based team, ensuring a few hours of overlap with Pacific Standard Time (PST) to facilitate seamless communication and project coordination.</li> <li>Drive defining, estimating, and shaping technical approaches/solutions using best practices</li> <li>Customize the Salesforce platform using declarative and coded approaches including Lightning Pages, Flow Builder, APEX triggers and classes, and Lightning Components</li> <li>Develop and execute integration strategies to connect Salesforce with various systems, applications, and data sources, ensuring seamless data flow and business process automation</li> <li>Monitor, troubleshoot and resolve issues promptly, improve performance, and enhance the overall user experience</li> <li>Author and maintain documentation of implementations and integration configurations, protocols, and best practices, and provide training and support to end-users and stakeholders</li> </ul> <p><br><br><br></p> <p><strong>This role requires :</strong></p> <ul> <li>Bachelor's Degree in Computer Science, Management Information Systems or the equivalent related experience</li> <li>5+ years of hands-on development in Salesforce development, includes <strong>Service Cloud &amp; Experience Cloud, </strong>from business requirements assessment to solutions as well as coordinating/leading solution design, development/configuration, and deployment using Salesforce Service Cloud features</li> <li>Experience with <strong>Salesforce Omni Channel, Chat, Entitlements and Milestones.</strong></li> <li>5+ years of Salesforce Development experience (Apex, Trigger, Lightning Web Components and SOQL/SOQL) with proven track record of successful project delivery.</li> <li>Experience in developing customer-facing interfaces using HTML, CSS, JavaScript and UI frameworks within Lightning components.</li> <li>Excellent systems integration experience with REST, Web Services APIs and third-party applications.</li> <li>Experience automation process with Flows and Salesforce Sharing &amp; Security model.</li> <li>Strong understanding of object-oriented concepts, application design principles and design patterns.</li> <li>Experience using effective methodologies (e.g. Agile, test-driven development) and continuous development tools (e.g. SFDX, GIT, Jenkins, Ant etc)&nbsp;</li> <li>Ability to work autonomously and organize your own time.</li> <li>Excellent written and oral communication skills.</li> <li>Salesforce Certifications (Salesforce Platform Developer, Platform Developer II or Salesforce Service Cloud Certification) are a plus</li> <li>Experience with Salesforce AgentForce, Data360 are a plus.</li> </ul><div class="content-conclusion"><p>Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day. We celebrate our talented Relics’ different backgrounds and abilities, and recognize the different paths they took to reach us – including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. We’re looking for people who feel connected to our mission and values, not just candidates who check off all the boxes.&nbsp;</p> <p>If you require a reasonable accommodation to complete any part of the application or recruiting process, please reach out to <a href="mailto:resume@newrelic.com" target="_blank">resume@newrelic.com</a>.</p> <p>We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.</p> <p><strong>Our hiring process</strong><br><br>In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers means that a criminal background check is required to join New Relic.<br><br>We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the&nbsp;<a href="https://sfgov.org/olse/sites/default/files/FCO%20poster2020.pdf" target="_blank">San Francisco Fair Chance Ordinance</a>.<br><br>Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.</p> <p>New Relic develops and distributes encryption software and technology that complies with U.S. export controls a