Senior Salesforce Service Cloud Development

Project overview

Initial Situation:

Replacement of SAP IS-U as the central billing platform due to the expiration of maintenance in 2027. Introduction of TAP as the central billing platform to reduce complexity and standardize non-differentiating processes.

Transformation of the sales and service platform for the digitalization of customer contact, acquisition, and support, as well as the design of differentiating processes for sustainable improvement of competitiveness.

Responsibilities

Framework Data:

• Development and maintenance of applications in Salesforce Service Cloud with Apex, LWC, and Flows
• Implementation and further development of x-to-case, case management, and omnichannel processes, as well as connection of ACD systems
• Customizing and configuration of standard objects, workflows, validation rules, and automations
• Implementation of integrations via REST/SOAP APIs, as well as connection of external systems and TAP
• Use of Agentforce for service, especially for background processing steps such as OCR, inquiry recognition, pre-prioritization, and account assignment, as well as API calls for direct booking of unique values
• Use of Knowledge Bases and Data 360 by agents
• Identification and implementation of AI-based functions, e.g., Einstein AI and Agentforce
• Ensuring scalability, performance, and security, as well as conducting tests, bug fixes, and quality assurance
• Documentation of development processes
• Consultative collaboration in planning and design of topics and solutions, as well as mentoring junior team members
• Practical experience from Service Cloud implementations of comparable scope
• Start time: Mid-December
• Duration: until end of June
• Utilization: Fulltime
• Location: Remote, 20% Onsite in Frankfurt
• Project language: German

Requirements

• Service Cloud Tools
• Knowledge in Apex, LWC
• Omnichannel / connection of ACD systems
• Salesforce Data Model, data structures
• REST, API integration
• Testing & error analysis
• Agentforce know-how

Nice to have

• Salesforce certifications
• Experience in agile projects
• DevOps processes / CI-CD

Project details

• Start: 2026-12
• Duration: 7 Monate
• Remote: hybrid
• Location: remote, Frankfurt, Deutschland, DE
• Languages: German