Senior Salesforce Engineer - Service Cloud & Operations
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You will join a high-performing Customer Success & Operations Engineering team supporting and scaling an enterprise post-sales support platform for a major international clients. As a Senior Salesforce Engineer, your primary focus will be optimizing Salesforce Service Cloud, automated case management, Omnichannel routing, and agent productivity tools.
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Position: Senior Salesforce Engineer - Service Cloud & Operations
Location: Remote
Contract Type: Full-time vendor (Direct contract with Inallmedia.com)
Time Zone Alignment: Eastern Time (ET) ±2 hours
🧭 About Inallmedia.com Inallmedia.com is a global technology and design firm focused on building impactful digital solutions through remote, distributed teams across LATAM. We partner with international clients across industries, providing long-term technical expertise, product innovation, and team augmentation.
🚀 Project Overview You will join a high-performing Customer Success & Operations Engineering team supporting and scaling an enterprise post-sales support platform for a major international client. As a Senior Salesforce Engineer, your primary focus will be optimizing Salesforce Service Cloud, automated case management, Omnichannel routing, and agent productivity tools. You will balance active development initiatives—such as AI-driven case summarization, bulk messaging tools, and real-time Salesforce-to-Snowflake data integrations—with operational support rotations to ensure peak platform availability and rapid defect resolution.
🔍 Key Responsibilities
- Platform Support & Architecture Maintenance: Maintain and support the unified post-sales support and operations architecture built on Salesforce Service Cloud, case management, knowledge repositories, and agent assistance tools.
- Engineering Workstream Execution: Deliver technical enhancements across key workstreams, including AI-driven Case Summarization, bulk communications/email tools, Omnichannel routing and case orchestration, automated agentic feedback synchronization, and enterprise data platform integrations.
- Incident Management & Operational Ownership (DFR): Rotate into a dedicated Developer Fast-Response Engineer (DFR) role to triage real-time alerts, monitor health KPIs, address operational injects, track incidents, investigate routing/automation failures, and document findings.
- Integrations & Data Pipeline Management: Build and maintain Salesforce (SFDC) integrations with external platforms, downstream databases, and enterprise data warehouses (specifically Snowflake).
- Operational Visibility: Participate in weekly Operations Reviews, continuous system monitoring, and documentation updates within collaboration tools like Confluence.
💡 Must-Have Skills
- Core Salesforce Development: Strong hands-on experience with Apex, Lightning Web Components (LWC), and Salesforce Flows.
- Service Cloud & Omnichannel Expertise: Direct experience configuring and supporting Service Cloud and Omnichannel work-routing architectures.
- Production Support & Troubleshooting: Proven track record in operational support, incident management, root-cause investigation, and production troubleshooting.
- System Integrations: Hands-on experience building and maintaining Salesforce API integrations with external systems.
- Monitoring & Reliability: Experience monitoring system health, managing operational incidents, and taking full ownership of platform reliability.
- Salesforce Certifications: Platform Developer I/II, Service Cloud Consultant, or System Architect certifications.
- Salesforce to Snowflake Data Streaming: Specific experience building data integration pipelines between Salesforce (SFDC) and Snowflake.
- Advanced Case & Routing Orchestration: Experience with complex Omnichannel routing, case management automation patterns, and work orchestration frameworks.
- On-Call / Reliability Engineering: Prior experience in a Developer Fast Response (DFR) or Site Reliability Engineering (SRE) capacity handling high-priority incident triage.
- AI & Agentic Capabilities: Experience with AI-assisted features or autonomous AI agent integrations within the Salesforce ecosystem.
- Observability Tooling: Familiarity with enterprise observability and monitoring dashboards.
🌐 Time Zone & Collaboration The role requires collaboration with teams aligned to Eastern Time (ET). Flexibility to overlap with North America business hours is expected.
💬 Language All interviews, documentation, and daily communication will be in English.
#LI
Чем предстоит заниматься
- Maintain and support the unified post-sales support and operations architecture built on Salesforce Service Cloud, case management, knowledge repositories, and agent assistance tools.
- Deliver technical enhancements across workstreams including AI-driven case Summarization, bulk communications/email tools, Omnichannel routing and case orchestration, automated agent feedback synchronization, and enterprise data platform integrations.
- Rotate into a dedicated Developer Fast-Response Engineer (DFR) role to triage real-time alerts, monitor health KPIs, address operational injects, track incidents, investigate routing/automation failures, and document findings.
- Build and maintain Salesforce (SFDC) integrations with external platforms, downstream databases, and enterprise data warehouses (specifically Snowflake).
- Participate in weekly Operations Reviews, continuous system monitoring, and documentation updates within collaboration tools like Confluence.
Что требуется
- Strong hands-on experience with Apex, Lightning Web Components (LWC), and Salesforce Flows.
- Direct experience configuring and supporting Service Cloud and Omnichannel work-routing architectures.
- Proven track record in operational support, incident management, root-cause investigation, and production troubleshooting.
- Hands-on experience building and maintaining Salesforce API integrations with external systems.
- Experience monitoring system health, managing operational incidents, and taking full ownership of platform reliability.
- Salesforce Certifications: Platform Developer I/II, Service Cloud Consultant, or System Architect certifications.
Inallmedia.com is a global technology and design firm focused on building impactful digital solutions through remote, distributed teams across LATAM. We partner with international clients across industries, providing long-term technical expertise, product innovation, and team augmentation.