Salesforce Developer (Service Cloud and AI Implementations) at Rib

Job Summary 

• We're seeking a Developer specializing in Salesforce Service Cloud and Experience Cloud, with working knowledge of Einstein or Agentforce. 
• As part of the Business Systems team within the Global Customer Care team, this position is responsible for the development and management of our Salesforce Service Cloud platform which powers our customer support experience.  

Responsibilities 

• Build, configure and train AI technologies in Salesforce Service Cloud to empower our support team to boost efficiency and quality.  
• Create Virtual Agents in Experience Cloud to allow customers to find access to information quickly and effectively via chat, passing on to support team members where required or logging cases if required. 
• Experience Cloud Development: Develop and maintain functionality in Experience Cloud to support improved UI design and customer experience of the Customer Portal.  
• Business Requirements Analysis: Comprehend business needs, develop suitable technical solutions, and execute their implementation independently. Collaborate with stakeholders to ensure timely delivery of integration needs, documenting data flows and managing third-party integration tasks. 
• Salesforce Service Cloud Maintenance and Development: Manage, support and maintain existing code. Develop new code to meet business requirements using Copado for deployments. 
• Participate in Salesforce Related Project Activities – including testing, deployment, data load, language translation config and go live planning.  
• Data Migration: Act as a central point of contact for data exports/imports across systems (e.g., legacy helpdesk systems and Salesforce), recommending efficient tools (e.g., Mulesoft) and working with business leaders to ensure data structures are aligned. 
• Systems Administration: Perform Salesforce administration tasks, including configuration and development of reports, dashboards and list views.  
• Security: Ensure the security of systems, integrations, and developments by following best practices and proactively addressing vulnerabilities. 

Essential Skills 

• Degree in IT or a related discipline 
• Solid understanding of the end-to-end development lifecycle (business analysis, design, development, deployment, operation). 
• Strong command of spoken and written English. 
• Capable of understanding business requirements, devising appropriate technical solutions, and independently implementing those solutions. 
• Good at problem solving and troubleshooting 
• Highly competent with security best practices and vulnerability mitigation. 
• At least 5 years work experience covering each of the following: 
• Salesforce Administration and custom development experience. 
• Proven experience with Service Cloud and Experience Cloud.  
• Proven experience configuring Agentforce or Einstein 
• Proven experience with data migrations (export and import). 

Desired Skills

• Experienced in Salesforce API Integrations. 
• Experience with MuleSoft 
• Experience with Copado 
• Good understanding of code versioning tools (GIT).