DevOps Engineer (Salesforce)

We are looking for a hands-on Salesforce DevOps Engineer to support one of our key UK-based client projects, specifically within their Contact Center department. This role is pivotal in maintaining, optimising, and evolving the Salesforce Service Cloud, Service Cloud Voice, and Amazon Connect platforms to deliver a seamless and resilient customer experience.

You will work closely with the client’s contact centre operations team to understand their challenges, propose and implement improvements, and ensure production stability. This is not just a development role — it’s a DevOps position with a strong focus on operational excellence, automation, and business impact.

Key Responsibilities

• Maintain and enhance the client’s Salesforce-based Contact Centre Platform (Service Cloud, Service Cloud Voice, Amazon Connect).
• Analyse the current setup and identify opportunities for optimisation, automation, and improved user experience.
• Collaborate directly with the client’s contact centre team to understand pain points and deliver practical, measurable solutions.
• Design, implement, and manage CI/CD pipelines using tools such as Copado, GitHub, Salesforce DX, and VS Code.
• Support production deployments and provide post-release support, ensuring system reliability and performance.
• Define and track contact centre metrics to measure success and guide continuous improvement.
• Ensure compliance with governance and security standards, including handling of production data.
• Participate in sprint planning, retrospectives, and release readiness activities.
• Document technical solutions clearly for both technical and non-technical audiences.

Must-Have Qualifications

• Proven experience in Salesforce DevOps, particularly with Service Cloud and Service Cloud Voice.
• Hands-on experience with Amazon Connect integration.
• Strong understanding of CI/CD practices and tools (e.g., Copado, GitHub, Salesforce DX).
• Experience supporting production environments and managing deployments.
• Ability to analyse and optimise Salesforce configurations and workflows.
• Familiarity with contact centre operations and relevant metrics.
• SC Clearance or eligibility (5 years continuous UK residency).
• Willingness and ability to work on-site 40% of the time in East London or Leeds.

Should-Have Skills

• Experience with Lightning Web Components and Aura.
• Strong communication and documentation skills.
• Ability to work collaboratively with cross-functional teams including testers, developers, and business stakeholders.

Could-Have Skills

• Experience with Experience Cloud or Salesforce Classic.
• Ability to mentor junior developers or lead small technical initiatives.

What Success Looks Like

• A stable, scalable, and efficient contact centre platform.
• Reduced manual effort through automation and streamlined processes.
• Improved agent and customer experience.
• Clear, actionable metrics that guide operational decisions.
• A trusted technical partner to both business and technology teams.