Senior Salesforce Developer

About the Role
We are looking for a Senior Salesforce Developer to join our team supporting a leading US company in the collectibles grading and authentication space. The client runs a large, high-volume Salesforce Service Cloud org that supports customer service across multiple brands and regions (North America, Europe and Asia) - spanning case management, self-service customer portals, knowledge, refunds, and omni-channel contact center operations, including an AWS Amazon Connect voice channel integrated with Salesforce.
You will split your time between L2/L3 production support (incident triage, root-cause analysis, hotfixes) and project work (new features, integrations, enhancements). You will be the client's day-to-day technical point of contact during your shift, so clear communication matters as much as technical depth. Prior Amazon Connect experience is a plus; we'll support the right candidate in ramping up on the voice channel.
Key Responsibilities
Production Support (L2/L3)
· Own incidents end to end: reproduce, root-cause, fix, and communicate outcomes to business stakeholders.
· Troubleshoot Apex, Flow and integration failures - governor limits (SOQL 101, CPU, callout limits), record locking/concurrency, recursion, and bulk-processing defects.
· Diagnose case routing and assignment issues across Omni-Channel, queues, Email-to-Case and metadata-driven routing rules.
· Investigate voice-channel issues between Amazon Connect and Salesforce (contact flows, screen pops, call logging, agent presence/routing).
· Analyze production data and logs (debug logs, platform event/flow error emails, custom exception logging) to explain why something happened, not just what happened.
· Identify and resolve configuration drift between Dev, Stage and Production environments.
Project & Enhancement Work
· Design and build solutions using declarative configuration (including record-triggered, scheduled and screen Flows) where it fits, and Apex (triggers, handlers, batch/queueable/schedulable) and Lightning Web Components where it doesn't.
· Build and maintain integrations with ERP, cloud storage, identity and internal order/grading systems using REST/GraphQL APIs, Named Credentials and Platform Events.
· Extend Experience Cloud customer portals and Salesforce Knowledge, including multi-language content and translations.
· Contribute to contact center enhancements - Amazon Connect voice, SMS/messaging channels and Omni-Channel routing.
· Write well-tested, bulk-safe code (75%+ meaningful coverage, deterministic tests, HTTP callout mocks).
Delivery & Collaboration
· Participate in requirement discussions with client stakeholders; clarify scope and acceptance criteria; propose solution options with trade-offs.
· Follow disciplined release practices - validate-first deployments, environment promotion (Dev → Stage → Prod) and change documentation.
· Work in Agile/Jira; keep tickets, root-cause write-ups and runbooks current.
· Mentor junior developers and review their code.
· Coordinate shift handovers with team members in other time zones, passing on open incidents, in-progress work and next steps so nothing is dropped.
Required Skills
· Salesforce development: 5+ years with strong Apex, SOQL/SOSL, LWC and Flow skills.
· Service Cloud: Case management, Omni-Channel (queue-based and flow-based routing), Email-to-Case, Entitlements/Milestones, Knowledge.
· Experience Cloud: customer portals, guest/authenticated users, sharing and visibility.
· Integrations: REST/SOAP/GraphQL APIs, Named Credentials, Platform Events, asynchronous Apex.
· Platform fundamentals: governor limits, bulkification, order of execution, and security (CRUD/FLS, sharing, SOQL injection).
· DevOps: Salesforce DX / sf CLI and metadata deployments across multiple environments.
· Support: proven L2/L3 production support experience in a large, high-volume org.
· Communication: excellent verbal and written English - comfortable leading client calls, explaining root causes to non-technical stakeholders, and pushing back constructively.
Nice to Have
· Amazon Connect + Salesforce integration (Service Cloud Voice or the Amazon Connect CTI Adapter), plus AWS services such as Lambda, S3, IAM, Lex and CloudWatch.
· Salesforce Digital Engagement / Enhanced Messaging (SMS).
· Custom Metadata-driven architecture; orgs with many installed managed packages.
· Multi-language orgs (Translation Workbench, Knowledge translations).
· Experience integrating with ERP systems (e.g., NetSuite) and identity providers (e.g., Okta).
· Experience with a Salesforce release tool such as Copado or Gearset.
Certifications
· Salesforce Platform Developer I (required); Platform Developer II (preferred).
· Salesforce Service Cloud Consultant (preferred).
· AWS Certified Cloud Practitioner or Amazon Connect training (a plus).
What Success Looks Like
· Production incidents are resolved with a documented root cause, not just a workaround.
· The client trusts you as their technical point of contact during US business hours.
· Your releases ship cleanly across environments with no regressions or surprise drift.

Work arrangement
Yes