Knowledge Management System (KMS) Salesforce Senior Developer

Job Description

Job DescriptionWe are seeking a Salesforce Senior Developer with expertise in designing, implementing, and maintaining Knowledge Management Systems (KMS) on the Salesforce platform. The ideal candidate will have hands-on experience with Salesforce Service Cloud, Salesforce Knowledge, Lightning Web Components (LWC), Apex, and system integrations. This role will work closely with business stakeholders, product owners, and architects to create scalable knowledge solutions that enhance customer service, agent productivity, and organizational knowledge sharing.
Key Responsibilities:

• Design, develop, and maintain Salesforce-based Knowledge Management Solutions using Salesforce Knowledge and Service Cloud.
• Migrate knowledge-based articles from various systems into Salesforce Knowledge Management platform
• Customize and configure Salesforce Knowledge for content lifecycle, publishing workflows, and multilingual support.
• Develop Lightning Components, Apex classes, triggers, and integrations to enhance KMS capabilities.
• Optimize knowledge base search, taxonomy, tagging, and user experience.
• Implement access controls, knowledge article visibility rules, and knowledge article feedback mechanisms.
• Collaborate with business stakeholders to gather requirements and translate them into technical solutions.
• Integrate KMS with other systems (e.g., CRM, chatbots, customer portals, analytics tools).
• Mentor junior developers and support best practices in Salesforce development and KMS architecture.
• Ensure quality and performance through code reviews, testing, and documentation.
• Stay current with Salesforce releases and enhancements related to Knowledge Management.

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• 7+ years of Salesforce development experience, with at least 4+ years in Salesforce Knowledge Management.
• Must be proficient in AI-powered KMS features
• Must possess deep knowledge of Salesforce Knowledge, including article types, publishing workflows, versioning, role-based article access
• Proficiency in Apex, Lightning Web Components (LWC), Visualforce, and Salesforce APIs.
• Strong understanding of Salesforce Service Cloud, especially case management and knowledge integration.
• Must have experience with data migration of knowledge articles and metadata from various sources into Salesforce Knowledge system.
• Familiarity with Agile/Scrum methodologies and DevOps practices (CI/CD pipelines, Git, etc.).

Preferred Qualifications:

• Salesforce certifications such as Salesforce Admin I, Salesforce Certified Platform Developer I and II, Service Cloud Consultant, or Experience Cloud Consultant.
• Experience with Einstein Search, chatbots, and AI-powered KMS features.
• Background in implementing customer self-service portals or knowledge-driven support systems.
• Knowledge of knowledge-centered service (KCS) methodology is a plus.