Salesforce Omni-Channel Developer
dotSolved System Inc.
- Chennai, Tamil Nadu
- Permanent
- Full-time
Location: Chennai - Hybrid/Remote/Onsite
Engagement Type: Full Time
Shift Timing: 3.00AM - 12.00PM PST (US Pacific Time)About the role: We are looking for a Salesforce Omni-Channel Developer with strong expertise in building and optimizing real-time work routing, agent productivity, and customer service workflows within the Salesforce ecosystem. The ideal candidate should have hands-on experience in Service Cloud, Omni-Channel, and Lightning development.Key Responsibilities:
- Design and implement Salesforce Omni-Channel routing configurations
- Configure Queues, Routing Configurations, Presence Configurations & Statuses
- Build and customize Service Cloud solutions for case management
- Develop using Apex, Lightning Components (LWC/Aura), and Visualforce
- Integrate Omni-Channel with CTI / external systems (if applicable)
- Optimize agent workload balancing & real-time routing logic
- Work closely with business teams to understand support workflows
- Troubleshoot and enhance existing Salesforce implementations
- Strong experience in Salesforce Service Cloud
- Hands-on expertise in:
- Omni-Channel setup & configuration
- Queues, Skills-based routing
- Presence & Capacity models
- Development experience in:
- Apex
- Lightning Web Components (LWC) / Aura
- Experience with Salesforce APIs (REST/SOAP)
- Good understanding of Case lifecycle & support processes
- Experience in CTI integrations (Genesys, Amazon Connect, etc.) – Preferred