Are you passionate about improving Sales and Customer Service technology to deliver better customer outcomes?
Do you enjoy optimizing workflows and systems to drive efficiency, growth, and innovation?
About the TeamWe deliver, maintain and support the technology used by critical customer relationship functions across LNRS. By optimizing Sales & Customer Service workflows and operations, we help drive revenue growth, operational efficiency and customer satisfaction.
About the RoleIn this role, you will support and enhance the technology that underpins critical customer relationship functions across LNRS. You will focus on optimizing Sales and Customer Service workflows and operations to improve efficiency, enable growth, and deliver strong customer experiences. Working collaboratively, you will help ensure systems and processes effectively support business objectives.
Responsibilities- Design, develop, test, and deploy custom Salesforce solutions with a primary focus on Service Cloud features including Cases, Entitlements, Service Console, Omni-Channel, and Knowledge.
- Build and maintain Lightning Web Components (LWC) and Aura components to meet complex business requirements.
- Develop Apex classes, triggers, batch jobs, and scheduled jobs following best practices and governor limit guidelines.
- Configure and customize Service Cloud features such as Email-to-Case, Web-to-Case, CTI integrations, and Live Agent/Chat.
- Integrate Salesforce with third-party applications using REST/SOAP APIs, Platform Events, and middleware tools.
- Design and implement automated workflows using Flow Builder, Process Builder, and Approval Processes.
- Collaborate with business analysts and stakeholders to gather requirements and translate them into technical solutions.
- Conduct code reviews, maintain technical documentation, and enforce coding standards within the development team.
- Perform data migrations and manage data integrity using tools such as Data Loader, Workbench.
- Monitor system performance, troubleshoot production issues, and implement timely resolutions.
- Stay current with Salesforce platform updates (3x annual releases) and proactively identify opportunities to leverage new features.
- Participate actively in Agile/Scrum ceremonies including sprint planning, daily stand-ups, sprint reviews, and retrospectives to ensure timely delivery of features.
- Manage and execute Salesforce deployments using GitHub Actions-based CI/CD pipelines, ensuring reliable, automated, and version-controlled releases across sandbox and production environments.
Requirements- Hands-on Salesforce development experience, with at least 3 years focused on Service Cloud implementations.
- Proficiency in Apex programming, SOQL/SOSL, and Lightning Web Components (LWC).
- Deep expertise in Service Cloud configuration: Cases, Queues, Assignment Rules, Escalation Rules, SLAs, and Entitlement Management.
- Experience with Salesforce integration patterns using REST APIs, SOAP APIs, and Platform Events.
- Proficiency in Salesforce Flow (Screen Flows, Auto-launched Flows, Scheduled Flows) and declarative automation tools.
- Solid understanding of Salesforce security model: profiles, permission sets, roles, sharing rules, and OWD settings.
- Proven experience working in Agile/Scrum teams - comfortable with sprint-based delivery, backlog grooming, story pointing, and iterative development cycles.
- Hands-on experience with GitHub CI/CD pipelines for Salesforce deployments, including GitHub Actions workflows.
- Active Salesforce certifications required: Salesforce Platform Developer I (minimum); Platform Developer II preferred.
- Strong analytical and problem-solving skills with the ability to architect scalable solutions.
- Excellent communication skills with the ability to present technical concepts to non-technical stakeholders.
Preferred Qualifications- Salesforce Certified Service Cloud Consultant certification strongly preferred.
- Experience with Salesforce Field Service (FSL) or Experience Cloud is a plus.
- Knowledge of agile development methodologies (Scrum/Kanban) and tools such as Jira.
- Experience with Einstein AI features, including Einstein Bots and Einstein Case Classification.
- Exposure to multi-org Salesforce environments and cross-cloud implementations.
- Experience with Salesforce Agentforce - including building and configuring AI Agents, defining agent topics and actions, and integrating Agentforce into Service Cloud workflows to automate customer interactions and case resolution.
Risk benefit statementLearn more about the LexisNexis Risk team and how we work https://relx.wd3.myworkdayjobs.com/RiskSolutions/page/21c296c[redacted]b79663f3194b0000
U.S. National Base Pay Range: $115,400 - $192,300. Geographic differentials may apply in some locations to better reflect local market rates.This job is eligible for an annual incentive bonus.
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
