About Arctera :

Arctera keeps the worlds IT systems working.

We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera.

Arctera is behind the scenes making sure that many of the biggest organizations in the world and many of the smallest too can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat.

We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec.

Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information.

Its a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before.

And global digital transformation and the arrival of the age of AI has set the course for a new explosion in data creation.

Joining the Arctera team, youll be part of a group innovating to harness the opportunity of the latest technologies to protect the worlds critical infrastructure and to keep all our data safe.

Key Responsibilities :

- Design, develop, and deploy advanced Salesforce Service Cloud solutions including case management, Omni-Channel, knowledge base, and automation.

- Build and maintain Experience Cloud sites and portals for external users including customers, partners, or field service teams.

- Implement Apex classes, Lightning Web Components (LWC), Flows, and integrations to support business processes.

- Integrate Salesforce with customer service tools, ticketing platforms, third-party APIs, and internal systems.

- Work with business stakeholders (Support, Operations, Product) to gather requirements and translate them into technical solutions.

- Leverage features like Entitlements, Service Level Agreements (SLAs), and Knowledge Articles to drive efficient case resolution.

- Ensure Salesforce architecture adheres to security, performance, and scalability best practices.

- Monitor system performance, troubleshoot issues, and recommend continuous improvements.

- Participate in Agile ceremonies, sprint planning, and peer code reviews.

- Mentor junior developers and contribute to a culture of innovation and collaboration.

- Stay current on Salesforce platform updates, especially for Service Cloud and Experience Cloud.

Qualifications & Experience :

- 5+ years of Salesforce development experience with deep expertise in Service Cloud.

- Hands-on experience with Experience Cloud including building custom-branded portals and self-service communities.

- Strong proficiency in Apex, Lightning Web Components (LWC), SOQL, and Flow automation.

- Solid understanding of Salesforce architecture, data modeling, role hierarchy, and sharing rules.

- Experience implementing case routing, escalation rules, live agent/chat, and email-to-case functionality.

- Familiarity with integrating Salesforce with backend systems and middleware.

- Experience with CI/CD tools and DevOps practices in a Salesforce environment.

- Salesforce certifications such as Service Cloud Consultant, Platform Developer I/II, and Experience Cloud Consultant are highly desirable.

- Excellent problem-solving, communication, and stakeholder engagement skills.

- Knowledge of front-end technologies (JavaScript, HTML, CSS) is a plus.