Senior Salesforce Developer, Customer Support Systems

Ready to be a Titan?
What you'll do:

• Design and develop comprehensive solutions on Salesforce (and integrated applications) to support contact center operations, including agent productivity, customer interactions, and workforce management.

• Interpret system and business requirements to create detailed technical specifications and design documents, adhering to SDLC, with a focus on integrating with telephony and workforce management platforms.

• Build and maintain seamless integrations between Salesforce and contact center technologies (e.g., TalkDesk, Genesys, Assembled, Ring Central, etc), ensuring accurate and efficient data flow and real-time operational insights.

• Develop and implement automated workflows and processes to optimize contact center operations, such as call routing, agent scheduling, performance monitoring, and quality assurance.

• Utilize AI/ML models to predict customer behavior, optimize resource allocation, and improve performance (e.g., predictive routing, agent skill-based routing, forecasting).

• Enhance existing processes through innovative technical solutions, driving improved customer experience, increased agent efficiency, and reduced operational costs.

• Collaborate closely with contact center managers, agents, engineers, and business stakeholders throughout all project phases, from design and development to testing and deployment.

• Provide ongoing support and maintenance for the Salesforce instance and integrated technologies, ensuring optimal performance and addressing evolving requirements.

• Ensure data quality and integrity across all systems and the Salesforce platform, providing valuable insights into customer interactions and agent performance.

• Maintain a flexible and proactive approach to adapt to changing project requirements and effectively contribute to the team's success.

• Leverage AI technologies like conversational AI, machine learning, and natural language processing to enhance customer interactions and improve agent efficiency (e.g., chatbots, sentiment analysis, AI-powered routing).

What you'll need:

• BS/BA degree in Computer Science, Engineering, or a related field, or equivalent experience

• Deep knowledge of Salesforce Service Cloud and Sales Cloud, with a strong focus on features supporting contact center operations (e.g., Service Console, CTI integration, Omni-Channel).

• 5+ years of hands-on Salesforce development experience using Apex, Lightning UI (Aura/LWC), REST/SOAP APIs, Visualforce, JavaScript, XML, JSON, HTML, CSS, and AJAX

• Solid software design, coding, testing, maintenance, and debugging skills on the Salesforce CRM platform.

• Expertise in CI/CD tools like Autorabit, Github, Bitbucket, Jenkins, and ANT

• Salesforce certifications (Platform Developer I/II - required, Service Cloud Consultant - preferred).

• Strong understanding of Managed Packages, OAUTH2, Caching, Future calls, outlook integration, open CTI and salesforce features.

• Experience designing and implementing integrations between Salesforce and contact center technologies (e.g., TalkDesk, Genesys, Assembled, Ring Central, etc) using standard connectors or APIs.

• Proven ability to independently lead technical projects from conception to delivery, including solution design and implementation.

• Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and leadership.

• Experience with integrating Salesforce and contact center technologies with other applications (e.g., Gong, Calendly, ticketing systems like Zendesk or Freshdesk). Required

• Demonstrate a strong understanding of key contact center metrics (e.g., handle time, abandonment rate, customer satisfaction, first call resolution) and how to leverage Salesforce and other tools to track and improve these metrics.

• Experience with integrating AI/ML models into contact center solutions (e.g., routing automation, sentiment analysis, chatbots, speech-to-text, agent assist technologies) preferred

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. 

What We Offer:

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more. 

• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more. 

• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation. The expected salary range for this role for candidates residing in the United States is between $113,100 USD - $151,300 USD. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits.