Senior Salesforce Developer, Service Cloud

Bedford, Massachusetts | Full time | On-site (minimum 3 days per week)

About the role

We are looking for a Senior Salesforce Developer with strong experience in Service Cloud and hands-on exposure to Agentforce. This role will support and enhance our Customer Care CRM platform, including an existing AI-powered chatbot used for customer troubleshooting. You will help expand the chatbot to support Agentforce actions, and scale it globally to support Europe and Japan with multilingual and localized workflows. This role combines Salesforce development, integrations, and AI-driven automation.

Responsibilities

• Design, build, and support solutions on Salesforce Service Cloud and Salesforce Order Management (OMS) using Apex, Lightning, and Flows
• Deliver enhancements across the full development lifecycle
• Work closely with business teams to translate requirements into scalable solutions
• Follow Salesforce best practices for development, testing, and documentation
• Build and maintain API integrations using Apex and REST services
• Enhance the existing Agentforce chatbot to support transactional workflows
• Improve chatbot accuracy using Salesforce Knowledge, product data, and business rules
• Configure prompts, intents, actions, and fallback logic
• Use Salesforce Data Cloud to support personalization and AI grounding
• Support identity resolution and data mapping as needed
• Support testing, UAT, deployments, and production releases
• Follow DevOps and Git-based deployment practices

Requirements

• 5+ years of Salesforce development experience
• Strong experience with Apex, Lightning Web Components, and Flows
• Experience with REST APIs and integrations
• Hands-on experience with Salesforce Service Cloud and Agentforce
• Experience working with Salesforce Order Management (OMS)
• Familiarity with Salesforce Data Cloud
• Experience with Git and Salesforce deployments
• Strong problem-solving and collaboration skills
• Salesforce certifications (Platform Developer I/II preferred)
• Experience with AI, chatbots, or conversational automation
• Experience supporting global or multilingual Salesforce implementations
• Background in customer service, warranty, or technical support systems
• Must be local to the Bedford, MA area with reliable transportation
• Must be authorized to work for any employer in the U.S. (no visa sponsorship available)

Pay

$88,000.00 - $126,000.00 per year