Salesforce Developer

About the Role

We are looking for a Senior Salesforce Developer to join our team supporting a leading US company in the collectibles grading and authentication space. The client runs a large, high-volume Salesforce Service Cloud org that supports customer service across multiple brands and regions (North America, Europe and Asia) - spanning case management, self-service customer portals, knowledge, refunds, and omni-channel contact center operations, including an AWS Amazon Connect voice channel integrated with Salesforce.

You will split your time between L2/L3 production support (incident triage, root-cause analysis, hotfixes) and project work (new features, integrations, enhancements). You will be the client's day-to-day technical point of contact during your shift, so clear communication matters as much as technical depth. Prior Amazon Connect experience is a plus; we'll support the right candidate in ramping up on the voice channel.

Key Responsibilities

Production Support (L2/L3)

• Own incidents end to end: reproduce, root-cause, fix, and communicate outcomes to business stakeholders.
• Troubleshoot Apex, Flow and integration failures - governor limits (SOQL 101, CPU, callout limits), record locking/concurrency, recursion, and bulk-processing defects.
• Diagnose case routing and assignment issues across Omni-Channel, queues, Email-to-Case and metadata-driven routing rules.
• Investigate voice-channel issues between Amazon Connect and Salesforce (contact flows, screen pops, call logging, agent presence/routing).
• Analyze production data and logs (debug logs, platform event/flow error emails, custom exception logging) to explain why something happened, not just what happened.
• Identify and resolve configuration drift between Dev, Stage and Production environments.

Project & Enhancement Work

• Design and build solutions using declarative configuration (including record-triggered, scheduled and screen Flows) where it fits, and Apex (triggers, handlers, batch/queueable/schedulable) and Lightning Web Components where it doesn't.
• Build and maintain integrations with ERP, cloud storage, identity and internal order/grading systems using REST/GraphQL APIs, Named Credentials and Platform Events.
• Extend Experience Cloud customer portals and Salesforce Knowledge, including multi-language content and translations.
• Contribute to contact center enhancements - Amazon Connect voice, SMS/messaging channels and Omni-Channel routing.
• Write well-tested, bulk-safe code (75%+ meaningful coverage, deterministic tests, HTTP callout mocks).

Delivery & Collaboration

• Participate in requirement discussions with client stakeholders; clarify scope and acceptance criteria; propose solution options with trade-offs.
• Follow disciplined release practices - validate-first deployments, environment promotion (Dev → Stage → Prod) and change documentation.
• Work in Agile/Jira; keep tickets, root-cause write-ups and runbooks current.
• Mentor junior developers and review their code.
• Coordinate shift handovers with team members in other time zones, passing on open incidents, in-progress work and next steps so nothing is dropped.

Required Skills

• Salesforce development: 5+ years with strong Apex, SOQL/SOSL, LWC and Flow skills.
• Service Cloud: Case management, Omni-Channel (queue-based and flow-based routing), Email-to-Case, Entitlements/Milestones, Knowledge.
• Experience Cloud: customer portals, guest/authenticated users, sharing and visibility.
• Integrations: REST/SOAP/GraphQL APIs, Named Credentials, Platform Events, asynchronous Apex.
• Platform fundamentals: governor limits, bulkification, order of execution, and security (CRUD/FLS, sharing, SOQL injection).
• DevOps: Salesforce DX / sf CLI and metadata deployments across multiple environments.
• Support: proven L2/L3 production support experience in a large, high-volume org.
• Communication: excellent verbal and written English - comfortable leading client calls, explaining root causes to non-technical stakeholders, and pushing back constructively.

Certifications

• Salesforce Platform Developer I (required); Platform Developer II (preferred).
• Salesforce Service Cloud Consultant (preferred).
• AWS Certified Cloud Practitioner or Amazon Connect training (a plus).