Salesforce Developer

Salary: £60,000 - 60,000 per year

Requirements

• Several years of in-depth administration and configuration experience with a ticketing, case management, CRM or workflow platform, including workflow automation and custom fields.
• A good working understanding of REST APIs and webhooks, with the ability to specify and test interfaces and work effectively with developers.
• Experience with scripting or low-code logic in a workflow platform.
• Experience gathering requirements from non-technical colleagues, mapping processes and translating them into working solutions.
• Experience planning and conducting testing and user acceptance testing, and training and supporting users after go-live.
• Ability to take ownership of a platform, investigate problems, explain trade-offs clearly and identify when work belongs in another system.
• Strong communication skills, including the ability to work with both business leaders and developers.
• Zoho Desk experience is not required; experience with comparable platforms such as ServiceNow, Salesforce Service Cloud, Dynamics 365, Freshdesk, Zendesk or Jira Service Management is relevant.
• Backend coding against REST APIs, particularly PHP, is a significant advantage.
• Zoho products and Deluge scripting; SQL and reporting from a data warehouse or database; email-based case management and mail routing; Agile delivery; regulated financial services and GDPR; multi-business or multi-brand platform rollouts; or an interest in AI, automation and low-code tools are desirable.
• Relevant backgrounds may include platform administration or development, CRM or ITSM analysis and implementation, integration or PHP development alongside business users, or technical business analysis.

Responsibilities

• Work with department heads and teams to understand current processes, where work originates and where it goes next.
• Decide with the business analysts whether processes belong in Zoho Desk or a back-office system, keeping customer communication in Zoho Desk and customer data in the system of record.
• Write requirements, process maps and acceptance criteria, and plan staged delivery.
• Configure departments, agents, roles, profiles, layouts, custom fields, statuses, views, email templates, SLAs and knowledge base articles.
• Build workflow and assignment rules, macros, Blueprints and associated Deluge scripts; manage licence limits and retire unused configuration.
• Apply controls for vulnerable-customer flags, data retention and subject access support.
• Specify interfaces between Zoho Desk and other systems, and work with developers on integrations using the Zoho REST API and webhooks; build interfaces directly where possible.
• Identify, specify and test automation, including email processors, scheduled jobs, approval-by-email links and data synchronisation.
• Diagnose interface issues, agree fixes with developers and carefully manage changes that could affect automation.
• Maintain technical documentation and keep credentials and secrets out of code and documents.
• Plan and run testing and user acceptance testing, train end users and team leaders, and create guidance and knowledge base articles.
• Act as the platform escalation point, investigate root causes, resolve issues and advise users on effective platform use.
• Report on platform usage and recommend improvements, including potential telephony, live chat, AI and automation capabilities.
• Maintain a roadmap for departments to move onto Zoho Desk and agree priorities with the Head of IT.
• Prepare the platform for potential use by other company Leasing businesses, including multi-brand or multi-entity design and collaboration with IT, security and governance teams.
• Work with the business analysts and coach them on the technical aspects of the platform.

Technologies:

• AI
• API
• Backend
• Cloud
• CRM
• Data Warehouse
• Support
• ITSM
• JIRA
• PHP
• REST
• SQL
• Salesforce
• Security
• ServiceNow
• Zendesk
• Office 365
• Flow
• Microsoft 365

More:

We are hiring a full-time platform owner for our Zoho Desk-based customer and partner communications and case management platform, which connects to back-office systems through custom interfaces. The role is based in Milton Keynes with hybrid working: three days in the office and two remotely. You will lead the platform and connect business analysts with developers. We provide a documented handover, including information on the platform and its interfaces, and a recorded training session. You will work alongside two business analysts and have the opportunity to shape the platform roadmap, including potential expansion across the wider Leasing group. The platform is used across parts of the business, with further rollout planned as technical capacity allows.

last updated 41 week of 2026