Gaurang Joshi
Hyderabad
Summary
Accomplished Senior Engineer with extensive experience with 9 years of experience in Salesforce application design and development, specializing in Apex, Lightning Web Components, and Salesforce Flows. Proven track record in managing complex customer issues and delivering solutions at Salesforce Pvt. Ltd., with a focus on Service Cloud implementation, enhancements and integrations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Engineer - Customer facing POC
Salesforce Pvt. Ltd.
Hyderabad
08.2022 - Current
- Company Overview: Client - Salesforce (Service Cloud - 2025–2026).
- Worked on Contact Center as a Service, Agentforce Agents, Data Cloud, and Agentforce Voice implementation end-to-end with an architectural overview.
- Company Overview: Client - Salesforce (Service Cloud - 2024–2025).
- Worked on Einstein Next Best Actions, Einstein Knowledge creation, Einstein Service Replies, Einstein Article Recommendation, Einstein Reply Recommendation, Messaging in-app and web, Einstein Conversation mining, Einstein Case Wrap Up, Knowledge, enhanced WhatsApp, enhanced Facebook, and enhanced SMS channels.
- Unified Knowledge.
- Facilitated seamless integration of Agentforce and Data Cloud.
- Mentored junior engineers, providing guidance on best practices for implementation, and troubleshooting.
- Company Overview: Client - Salesforce (2023–2024).
- Legacy chat implementation with customisation.
- Service Cloud Voice implementation and troubleshooting.
- Consistent positive customer feedback throughout.
- Company Overview: Client - Salesforce (2022–2023).
- Lead the design and development of Salesforce applications, including custom and standard objects, Apex classes, triggers, and Visualforce pages in Service Cloud.
- Collaborate with stakeholders to gather requirements, perform gap analysis, and deliver solutions aligned with business objectives.
- Mentor junior developers and conduct code reviews to ensure adherence to best practices, and coding standards.
Salesforce Engineer
Salesforce Pvt. Ltd.
Hyderabad
04.2020 - 08.2022
- Company Overview: Client - Salesforce clientele.
- Specialised in the Salesforce Digital Engagement area (Service Cloud).
- In-depth development and troubleshooting of omnichannel, routing configuration, presence configurations, skill-based, queue-based routing of cases, chat transcripts, messaging sessions, along with Einstein Bots.
Associate Salesforce Consultant
Infosys Ltd.
Pune
03.2019 - 04.2020
- Company Overview: Client - Allstate Insurance.
- Develop, maintain, create, and improve validation rules, custom workflows, custom objects/fields, and formulas.
- Development of Lightning components (Apex classes, JavaScript, CSS).
- Implemented SSO (Single Sign-On) for organisation-wide users to access Salesforce from clients' legacy systems.
- Set up integration with the Avaya Open CTI connector in the call centre.
Jr. Salesforce Developer
Cognizant Technology Solutions
Pune
06.2016 - 03.2019
- Company Overview: Client: Aetna Healthcare SFDC Enterprise.
- SFDC development tasks of Apex Triggers, Apex Classes, Process Builder, Validation Rules, Workflow Rules, SOQL, Asynchronous Apex, and Data Loader.
- SFDC administrative tasks of profiles, roles, permission sets, users, and page layouts.
- Interacted with onshore team members in agile methodology to gather requirements and help build the logic of the code, along with team members.
Education
Master of Technology - Computer Science
SRM University
01.2016
Bachelor of Technology - Computer Science
G.H. Raisoni College of Engineering
01.2014
Skills
- Salesforce Service Cloud implementation (Digital Experience, all features including Einstein Bots, Messaging, Omni-channel, Omni Flows, Messaging components, enhanced channels)
- Agentforce
- Data Cloud
- Unified Knowledge
- Apex triggers
- Stakeholder collaboration
- REST APIs
- Apex programming
- Asynchronous Apex
- Security model
- Code review
- Salesforce Flows
Certification
- Salesforce Certified Platform Developer I
- Salesforce Certified Platform App Builder
- Salesforce Certified Administrator
- Salesforce Certified Service Cloud Consultant
- Salesforce Certified Sales Cloud Consultant
- Agentforce Legend
- Salesforce Certified AI Associate
- Salesforce Certified Agentforce Specialist
- Salesforce Certified Platform Sharing and Visibility Architect
Timeline
Senior Engineer - Customer facing POC
Salesforce Pvt. Ltd.
08.2022 - Current
Salesforce Engineer
Salesforce Pvt. Ltd.
04.2020 - 08.2022
Associate Salesforce Consultant
Infosys Ltd.
03.2019 - 04.2020
Jr. Salesforce Developer
Cognizant Technology Solutions
06.2016 - 03.2019
Master of Technology - Computer Science
SRM University
Bachelor of Technology - Computer Science
G.H. Raisoni College of Engineering