Senior Salesforce Developer (Service Cloud / Omni-Channel / LWC / Apex / CTI)

Role Summary:
Develop and enhance Salesforce Service Cloud applications supporting customer service and contact-center operations.

Key Responsibilities:
✅ Build and customize LWC for Service Console and agent-facing apps
✅ Develop Apex (classes, triggers, Queueable/Batch, Invocable)
✅ Configure and develop Omni-Channel: queues, routing, skills, presence, agent work assignment
✅ Build CTI/telephony integration: screen-pop, call logging, interaction history, call disposition
✅ Integrate Salesforce with call-center and enterprise systems using REST/SOAP, Platform Events, middleware
✅ Customize Case, Account, Contact, Task, Activity, Knowledge
✅ Build Flows for case creation, assignment, escalation, and notifications
✅ Troubleshoot Apex, JavaScript, SOQL, LDS, APIs, and security issues
✅ Implement sharing rules, permission sets, profiles, FLS, and Apex security
✅ Unit testing, debugging, and production defect resolution
✅ Support CI/CD (Git, Azure DevOps, AutoRABIT, Salesforce DevOps tools)
✅ Work in Agile/Scrum with QA, BA, product owners, and contact-center stakeholders

Must Have:
🔹 Service Cloud, Service Console, Case Management
🔹 Omni-Channel
🔹 LWC
🔹 Apex / Triggers, SOQL / SOSL
🔹 Salesforce Flow
🔹 REST/SOAP APIs, Platform Events
🔹 CTI / Voice integration
🔹 Security and sharing
🔹 Integration development and CI/CD deployments

Key Business Scenarios:
📞 Inbound: Call → CTI → Salesforce screen-pop → Omni-Channel routing → Agent → Case → LWC → Apex/Integration → Call disposition → Interaction history
📞 Outbound: Agent → CTI → Customer → Activity/call logging → Case/Task update → Follow-up workflow