Arctera keeps the world’s 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.

It’s 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, you’ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world’s critical infrastructure and to keep all of our data safe.

About Arctera

Arctera helps organizations around the world thrive by ensuring they can trust, access, and illuminate their data from creation to retirement. Created in 2024 from Veritas Technologies, an industry leader in secure multi-cloud data resiliency, Arctera comprises three business units: Data Compliance, Data Protection and Data Resilience. Arctera provides more than 75,000 customers worldwide with market-leading solutions that help them to manage one of their most valuable assets: data

Key Responsibilities

• Lead design and development of scalable Service Cloud solutions focused on Case Management, Knowledge Base, Entitlement Processes, and SLAs
• Implement Omni-Channel routing, queues, and service console optimizations to enhance agent productivity
• Build scalable solutions using Apex, Lightning Web Components (LWC), Flows, and Process Builder
• Integrate Service Cloud with telephony, live chat, and third-party support systems (CTI, bots, etc.)
• Implement automation for case escalation, notifications, macros, and quick actions
• Collaborate with business stakeholders to define service processes and build self-service experiences via Experience Cloud
• Define and enforce data integrity rules, validation logic, and duplicate management for cases and contacts
• Develop and manage API and middleware integrations to synchronize case data across CRM and ticketing systems
• Lead technical workshops, sprint planning, and solution reviews with business and IT stakeholders
• Implement service analytics, dashboards, and AI-driven case classification to improve resolution time and customer satisfaction
• Establish CI/CD pipelines, enforce development standards, and oversee code reviews
• Conduct platform audits, security reviews, and performance tuning activities
• Provide mentoring and leadership to junior Salesforce developers
• Stay up to date with Salesforce releases and implement new Service Cloud features that align with business goals
• Support change management, user enablement, and documentation for key solution

Qualifications & Experience

• 9+ years of Salesforce development experience, including 5+ years in Service Cloud
• Strong expertise in Case Lifecycle Management, Omni-Channel, Entitlements, and Knowledge
• Hands-on experience with Apex, LWC, SOQL, Visualforce, and advanced Flows
• Experience integrating with CTI, chatbot, and customer support systems
• Deep understanding of Salesforce security model, sharing rules, and service roles
• Solid knowledge of Salesforce data modeling, deduplication, and automation best practices
• Strong understanding of customer service KPIs, SLAs, and case routing logic
• Experience with DevOps tools, CI/CD pipelines, and version control systems (e.g., Bitbucket, GitLab)
• Excellent analytical and troubleshooting skills, with the ability to break down complex service workflows
• Outstanding communication and collaboration skills across business and IT teams
• Salesforce certifications such as Service Cloud Consultant, Platform Developer II, or Application/System Architect are highly desirable
• Knowledge of Einstein Bots, Next Best Action, and AI-driven case intelligence is a plus