Job Description

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About the role

Join as a hands-on Salesforce Service Cloud Developer and Solution Designer with 8+ years of experience, leading solution design, custom development and end-to-end delivery of enterprise-grade customer support solutions.

Connect business stakeholders with technical delivery, translating complex service operations requirements into scalable Service Cloud designs and hands-on Apex and Lightning Web Components (LWC) development.

Deliver best-in-class service management capabilities for one of the UK’s largest broadband providers, supporting customer-first service delivery through robust, scalable and secure customer support solutions.

What you’ll be doing

• Translate complex business requirements into robust, scalable and secure Salesforce Service Cloud architecture.
• Design end-to-end Case Management, Omni-Channel routing, service level agreements (SLAs), entitlements and telephony/computer telephony integration (CTI) solutions.
• Conduct technical design reviews and create Technical Design Documents (TDDs).
• Write and review clean Apex and Lightning Web Components (LWC) code, and lead custom development and end-to-end technical delivery.
• Serve as the technical subject matter expert for Service Cloud implementations, guiding junior and mid-level developers.
• Collaborate with Product Managers, QA teams, DevOps engineers and business leaders to define project scope, estimate effort and manage technical debt.
• Troubleshoot production issues and perform root-cause analysis.

Essential Skills / Experience

• 8+ years of experience, with hands-on Salesforce Service Cloud development and solution design expertise.
• Strong Apex and Lightning Web Components (LWC) coding and code review skills, with the ability to translate complex requirements into scalable, secure technical designs.

Desirable Skills / Experience

• Experience designing and configuring Case Management, Omni-Channel, SLAs, entitlements, Knowledge, Live Chat/Messaging, Experience Cloud and telephony/CTI integrations.
• Ability to produce technical design documentation, lead design reviews and guide junior and mid-level developers.
• Strong stakeholder collaboration, effort estimation, technical debt management, production troubleshooting and root-cause analysis skills.

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.