Note: The job is a remote job and is open to candidates in USA. Carper Consulting is hiring a Salesforce Service Cloud Administrator / LWC Developer to own and evolve its Salesforce Service Cloud platform. The role focuses on administration, configuration, Omni-Channel and telephony-driven support operations, with additional development using Lightning Web Components and Apex.
Responsibilities
- Administer and maintain the Salesforce Service Cloud platform, including case management, case routing, and escalation/assignment rules
- Configure and manage Omni-Channel: presence statuses (Available/Unavailable), skills, queues, and routing logic to optimize agent assignment and reduce handle time
- Manage users, roles, profiles, permission sets, and sharing rules
- Build and maintain Flows, validation rules, and business process automation
- Perform metadata deployments (Change Sets or similar) across sandboxes and production
- Triage and resolve day-to-day Salesforce support tickets and platform issues
- Build and maintain reports and dashboards on case and call center metrics
- Configure and support Service Cloud Voice and CTI/telephony integrations (e.g., Amazon Connect, Cisco Webex/Cisco Telephony, or similar Open CTI platforms)
- Create and manage agent voice records, call controls (hold, transfer, consult, conference), and screen-pop configurations
- Apply IVR design principles and call-routing best practices to support inbound/outbound and callback workflows
- Partner with telephony vendors and internal stakeholders to troubleshoot CTI issues end to end (inbound, outbound, transfers)
- Build and maintain Lightning Web Components (LWC) to support agent-facing tools and call-handling dashboards
- Write and maintain Apex classes and triggers for business logic beyond the reach of declarative automation
- Collaborate with senior developers on more complex customizations as needed
Skills
- Strong Omnichannel / Salesforce Service Cloud Voice is REQUIRED
- 5+ years of Salesforce Administration experience, with a strong focus on Service Cloud
- Hands-on experience with Omni-Channel routing — presence, skills, queues, and case/call routing
- Experience with Service Cloud Voice and/or CTI telephony integrations (Amazon Connect, Cisco Webex, or comparable platforms)
- Working knowledge of IVR design
- Practical development skills in Lightning Web Components (LWC) and Apex (classes and triggers) — mid level is acceptable
- Experience configuring users, roles, profiles, permission sets, and sharing/security rules
- Experience building Flows and validation rules
- Salesforce Certified Administrator certification(s)
- Salesforce Platform Developer I certification
- Salesforce Experience Cloud Consultant certification
- Salesforce AI & Agentforce Specialist certification
- Salesforce Data Cloud certification
- Experience with Salesforce CPQ (products, price rules, quotes)
- Experience with Salesforce Experience Cloud (community configuration, case deflection)
- Familiarity with release management and Change Set deployments across multiple environments
- Exposure to REST API integrations
- SOQL proficiency and experience writing Apex test classes
Benefits
- Remote work arrangement
Company Overview