Job Description

Senior Salesforce Developer – Conversational Agentic ITSM Platform

Experience: 5–8 Years

Location: Kochi / Bangalore / Hyderabad (Hybrid)

Job Type: Full-Time

About the Role

We are looking for a passionate and experienced Senior Salesforce Developer to join our growing team and play a key role in building a next-generation Conversational Agentic ITSM Platform powered by Salesforce, Agentforce, AI, and MuleSoft.

This role is ideal for strong Individual Contributors (ICs) who enjoy solving complex technical challenges, building scalable enterprise solutions, and continuously learning emerging technologies. You will have the opportunity to shape innovative service experiences while working across Salesforce Service Cloud, Experience Cloud, Sales Cloud, Agentforce, and enterprise integration ecosystems.

If you are someone who thrives in a hands-on development role, enjoys taking ownership, and wants to be part of an organization on a strong growth journey, this role is for you.

Key Responsibilities

• Lead the design and development of Salesforce solutions supporting a modern Conversational Agentic ITSM Platform.
• Build intelligent service experiences leveraging Agentforce, conversational workflows, AI-driven automation, and enterprise service management capabilities.
• Design and develop scalable solutions using Apex, Lightning Web Components (LWC), Flows, Platform Events, and Salesforce APIs.
• Drive the implementation of service management processes including incident, request, knowledge, change, and employee support workflows.
• Develop reusable and scalable integration frameworks using MuleSoft Anypoint Platform and API-led connectivity patterns.
• Integrate Salesforce with enterprise applications including ITSM, HR, collaboration, monitoring, knowledge, and business platforms.
• Design and implement conversational experiences that enable autonomous issue resolution, intelligent routing, and self-service capabilities.
• Partner with architects, product owners, business stakeholders, and AI teams to define and deliver innovative business solutions.
• Contribute to technical architecture decisions, design reviews, code quality standards, and platform governance.
• Optimize application performance, scalability, security, and maintainability across Salesforce and integration ecosystems.
• Mentor junior developers through technical guidance, code reviews, and best-practice adoption while remaining a hands-on contributor.
• Stay current with Salesforce innovations including Agentforce, AI capabilities, Data Cloud, MuleSoft, and enterprise automation technologies.

Required Qualifications

Must Have

• 5 to 8 years of Salesforce development experience.
• Strong hands-on expertise in:
• Sales Cloud
• Service Cloud
• Experience Cloud
• Deep understanding of:
• Apex Development
• Lightning Web Components (LWC)
• Salesforce Flows
• SOQL/SOSL
• Platform Events
• REST/SOAP APIs
• Strong experience with Salesforce integrations and enterprise application connectivity.
• Experience designing scalable and maintainable Salesforce solutions.
• Strong understanding of Salesforce security, data architecture, sharing models, and governance.
• Experience working in Agile and DevOps-driven delivery environments.
• Excellent analytical, communication, and stakeholder management skills.

Preferred

• Experience implementing Enterprise Service Management (ESM) or IT Service Management (ITSM) solutions.
• Experience with MuleSoft and API Management.
• Salesforce Platform Developer I & II certifications.
• Experience leading technical workstreams and driving development best practices.

Added Advantage

• Hands-on experience with Salesforce Agentforce.
• Experience building conversational AI solutions, copilots, virtual assistants, or agentic workflows.
• Exposure to Generative AI, prompt engineering, RAG-based architectures, and AI-powered service automation.
• Experience working on Digital Transformation or Enterprise Automation initiatives.

What We Are Looking For

We are seeking professionals who:

• Are passionate technologists and lifelong learners.
• Prefer to grow as strong Individual Contributors while influencing technical direction.
• Enjoy building products and platforms rather than simply implementing requirements.
• Are excited by the potential of Agentforce, AI, Conversational Platforms, and Intelligent Automation.
• Take ownership, demonstrate accountability, and thrive in fast-paced environments.
• Want to be part of a growing organization where innovation, learning, and impact are highly valued.

Why Join Us?

• Work on a strategic enterprise initiative focused on building a Salesforce-powered Conversational Agentic ITSM Platform.
• Gain hands-on exposure to Agentforce, MuleSoft, AI, Service Cloud, Experience Cloud, and Enterprise Automation.
• Be part of a high-growth organization where your contributions directly influence the platform's success.
• Collaborate with talented architects, engineers, and business leaders solving business-critical challenges.
• Accelerate your career through continuous learning, innovation, and exposure to cutting-edge Salesforce technologies.
• Enjoy the flexibility of a hybrid work model across Kochi, Bangalore, and Hyderabad.

Join Us

If you are a Senior Salesforce Developer looking to deepen your technical expertise, embrace AI-driven innovation, and contribute as a high-impact Individual Contributor while growing with a rapidly expanding organization, we would love to hear from you. Together, we are building the future of Conversational Agentic ITSM on Salesforce.