Job Purpose and primary objectives:
Part of a delivery team (Agile/Scrum squad) and expected to operate as a individual contributor within the Developer capability.
Works closely with Customer, Technical Architect, Salesforce Delivery Lead, Program Manager and crossfunctional digital teams (Web/App/DAM).
Acts as a Core developer for Sales / Service Cloud requirement, ensuring endtoend customer journey and data/process alignment.
Job Purpose
Development efforts will focus squarely on Sales Cloud, Service Cloud, Agentforce, and our AWS Connect contact centre integration, ensuring these systems run seamlessly and adapt to the ever-evolving needs of the business.
Whilst your direct remit wont include Data Cloud, Commerce Cloud, MuleSoft, or Marketing Cloud, a robust working knowledge of these platforms is essential to ensure smooth ecosystem integration and to support the wider technical roadmap set out by the CRM Tech Lead.
Primary Objectives
1. Core Platform Expertise: Deep, hands-on development experience in Sales Cloud and Service Cloud, coupled with practical deployment experience in Agentforce.
2. AWS Connect Integration: Hands-on experience configuring and maintaining AWS Connect (Amazon Connect) instances, including its integration with Salesforce via CTI adapters, contact flows, and omnichannel routing.
3. DevOps & Release Management: Proven proficiency in Copado is an absolute must.
Demonstrable experience owning the CI/CD pipeline, automation, and the full release management lifecycle within a mature Salesforce setting.
4. BAU Experience: A solid track record of managing and developing within a Salesforce org in a BAU state, with a keen eye on reducing technical debt and optimising systems.
5. Declarative vs. Programmatic Balance: A clear understanding of when to employ declarative tools (Flows) versus bespoke code to deliver the most efficient and easily maintainable solution.
6. Certifications: Salesforce Certified Platform Developer I (Platform Developer II is highly desirable), alongside relevant Cloud Consultant and/or AWS Certifications.
Key responsibilities:
BAU Platform Management: Take ownership of the day-to-day technical operations of Sales Cloud, Service Cloud, Agentforce, and AWS Connect post- launch, ensuring maximum system stability and performance.
AI-Powered Engineering: Actively leverage AI- assisted development tools to drive coding efficiency, automate routine testing tasks, and embed innovative methodologies into our software development lifecycle.
Contact Centre Integration: Manage and optimise the AWS Connect integration with Salesforce Service Cloud and Agentforce, ensuring seamless omnichannel routing, CTI screen pops, call flows, and steadfast telephony performance.
Release Management Ownership: Take full ownership of the release management process and CI/CD tooling. Utilise Copado to orchestrate, automate, and execute flawless deployments, updates, and patches from Sandbox through to Production, ensuring zero disruption to the business.
Continuous Improvement & Enhancements: Design, code, test, and deploy bespoke Salesforce solutions (Apex, Lightning Web Components, integrations) to support shifting business requirements and streamline existing workflows.
Technical Support & Troubleshooting: Act as the ultimate point of technical escalation for system bugs, integration faults, telephony routing snags, and complex user queries, delivering swift and effective resolutions.
Ecosystem Alignment: Apply your working knowledge of Data Cloud, MuleSoft, Commerce Cloud, and Marketing Cloud to guarantee that any core development within your remit doesnt inadvertently knock-on to downstream systems or data flows.
Code Quality & Best Practices: Uphold an exacting standard of code quality, strictly adhering to Salesforce best practices, governor limits, and internal governance frameworks set down by the CRM Tech Lead.
Technical Documentation: Draft and maintain thorough technical documentation for all bespoke code, system configurations, contact flows, and integration points to safeguard institutional knowledge.
Collaboration: Liaise closely with the Tech Architect and offer technical feasibility assessments for proposed developments.
Key Skills/Knowledge:
Salesforce – Sales Cloud/Service Cloud/Data Cloud/Commerce Cloud/Marketing Cloud Strong knowledge of Salesforce ecosystem: Sales Cloud, Service Cloud, Commerce Cloud; ideally exposure to Marketing Cloud and/or Agentforce.
Understanding of how Salesforce integrates with wider digital platforms: Web/App front ends, DAM, and enterprise integration layers/APIs.
Experience defining requirements for greenfield implementations and platform standardisation.
Agile Delivery
Proven experience working in Agile/Scrum delivery teams as a core member (BA/Proxy PO style collaboration).
Skilled at backlog management, story decomposition, definition of ready/done, and iterative delivery.
Communication & Leadership
Excellent stakeholder management across business and technical audiences.
Strong facilitation skills, ability to influence decisions, and drive alignment across teams/vendors.
Confident presenting to senior stakeholders and working within governance structures.
