20 hours ago
Chennai, IndiaSenior
Responsibilities
- Gather and finalize requirements with business analysts, product owners, and technical stakeholders for Service Cloud, Experience Cloud, and AI-driven features.
- Design, develop, review, test, and maintain Apex classes, Lightning Web Components, Flows, integrations, and related Salesforce components.
- Build and maintain Service Cloud capabilities including case management, case routing, Omni-Channel, Knowledge, Service Console, automation, and CTI integrations.
- Build and customize Experience Cloud portals, community components, self-service experiences, and guest-user security configurations.
- Prototype and implement Agentforce, Einstein, Prompt Builder, and other AI-powered enhancements for case deflection, agent productivity, and self-service.
- Apply Salesforce coding standards, code reviews, testing practices, release governance, and platform development processes.
- Troubleshoot and resolve technical issues, bug fixes, root causes, and Level 2/3 support escalations across declarative and programmatic automation.
- Collaborate with development, DevOps/release management, administration, business analysis, and third-party vendor teams.
- Participate in on-call or escalation rotations and keep current with Salesforce platform releases and relevant AI capabilities.
Requirements
- At least 3 years of software engineering experience, including hands-on Salesforce development.
- BS in Engineering or Computer Science or equivalent experience.
- Salesforce Platform Developer I certification is required; Platform Developer II, Service Cloud Consultant, or Experience Cloud Consultant certification is preferred.
- Proficiency with Apex, SOQL/SOSL, JavaScript, Lightning Web Components, Aura, HTML, XML, SQL, and Salesforce data manipulation.
- Understanding of Salesforce data modeling, object relationships, sharing rules, large data volumes, multi-org data models, storage limits, Big Objects, and archiving strategies.
- Experience with Salesforce integrations using MuleSoft, REST/SOAP APIs, and Platform Events.
- Hands-on Service Cloud experience with Case Management, Omni-Channel, Service Console, Knowledge, and CTI integrations.
- Hands-on Experience Cloud experience with LWR/Aura templates, community components, guest-user security, and self-service portals.
- Working knowledge of Salesforce AI capabilities including Agentforce agents, Einstein Bots, Prompt Builder, Einstein Case Classification, Reply Recommendations, and Einstein for Service.
- Experience with Salesforce testing frameworks, Apex unit tests, Jest, Salesforce DX scratch orgs, code coverage, sandboxes, change sets, and CI/CD tools such as Copado, Gearset, and SFDX.
- Familiarity with Java/J2EE, C/C++, and .NET is a plus for integration work.
- Ability to write technical specifications, perform moderately complex bug fixes and root-cause analysis, and explain technical trade-offs to non-technical stakeholders.
Benefits
- Flexible working hours and work/life balance initiatives.
- Family leave, tuition reimbursement, wellbeing initiatives, and long-service awards.
- Group health insurance covering the employee and family, plus group life and accident insurance.
- New Baby gift and multiple categories of paid leave, including casual, sick, privilege, compassionate, special sick, public holiday, and maternity/paternity leave.
- Subsidized food and free transportation to and from the office for eligible employees in Chennai, India.
About Elsevier
Elsevier builds scientific and medical information products and analytics platforms for researchers, clinicians, and educators. Its portfolio includes journals and databases such as The Lancet, Cell, ScienceDirect, Scopus, and ClinicalKey, sold primarily via institutional subscriptions, licensing, and open-access publishing fees. Founded in 1880 and headquartered in Amsterdam, Elsevier operates as a business of RELX, serving universities, hospitals, corporations, and government research agencies worldwide.