About this role
We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us!
What you’ll do:
• Partner and consult with business stakeholders to identify and define requirements, design and build complex, performant business-critical solutions
• Configure and optimize core Service Cloud features, including Omni-Channel, Lightning Service Console, Case Management, Entitlements, Milestones, Salesforce Knowledge and Experience Cloud.
• Architect and build robust, highly scalable integrations between Salesforce and complex third-party enterprise systems (e.g., CTI/telephony systems, Jira & other external systems).
• Collaborate closely with our US-based team, ensuring a few hours of overlap with Pacific Standard Time (PST) to facilitate seamless communication and project coordination.
• Drive defining, estimating, and shaping technical approaches/solutions using best practices
• Customize the Salesforce platform using declarative and coded approaches including Lightning Pages, Flow Builder, APEX triggers and classes, and Lightning Components
• Develop and execute integration strategies to connect Salesforce with various systems, applications, and data sources, ensuring seamless data flow and business process automation
• Monitor, troubleshoot and resolve issues promptly, improve performance, and enhance the overall user experience
• Author and maintain documentation of implementations and integration configurations, protocols, and best practices, and provide training and support to end-users and stakeholders
This role requires :
• Bachelor's Degree in Computer Science, Management Information Systems or the equivalent related experience
• 5+ years of hands-on development in Salesforce development, includes Service Cloud & Experience Cloud, from business requirements assessment to solutions as well as coordinating/leading solution design, development/configuration, and deployment using Salesforce Service Cloud features
• Experience with Salesforce Omni Channel, Chat, Entitlements and Milestones.
• 5+ years of Salesforce Development experience (Apex, Trigger, Lightning Web Components and SOQL/SOQL) with proven track record of successful project delivery.
• Experience in developing customer-facing interfaces using HTML, CSS, JavaScript and UI frameworks within Lightning components.
• Excellent systems integration experience with REST, Web Services APIs and third-party applications.
• Experience automation process with Flows and Salesforce Sharing & Security model.
• Strong understanding of object-or