Principal IT Software Engineer

Company Overview

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.

Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you.

Job Title: Principal Salesforce Engineer – Service Cloud, AI & Data Analytics

Location: Bangalore

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Job Summary

We are seeking a visionary Principal Salesforce Engineer with deep expertise in Service Cloud, AI integration, and data analytics/reporting. In this strategic technical role, you will lead the development of intelligent, scalable, and data-rich service platforms that enhance the customer experience through automation, analytics, and AI.

You will architect high-impact solutions that leverage the full power of Salesforce Service Cloud, from case management and omnichannel support to predictive service and AI-driven automation.

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Key Responsibilities

• Architect and lead the development of Service Cloud solutions, including case management, Knowledge, Omni-Channel, CTI integration, and field service.
• Design and implement AI-enhanced service capabilities, such as case routing, sentiment analysis, intent detection, virtual agents, and predictive service recommendations using Salesforce Einstein, custom ML models, or third-party LLMs.
• Develop advanced analytics and reporting solutions using CRM Analytics (Einstein Analytics), Tableau, or integrated BI platforms to provide real-time insights on support KPIs (e.g., CSAT, FCR, resolution time).
• Collaborate with data teams to integrate external data sources, define data pipelines, and ensure clean, actionable data in the Salesforce ecosystem.
• Partner with business stakeholders (Support, Customer Success, Operations) to translate service goals into scalable technical solutions.
• Establish and maintain best practices in Salesforce development, testing, DevOps, and MLOps.
• Mentor other engineers and contribute to Salesforce Center of Excellence initiatives.
• Stay current with Salesforce releases, AI tools, and customer service technology trends.
  
  

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Required Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Systems, or related discipline.
• 8+ years of experience in Salesforce engineering, with 4+ years focused on Service Cloud.
• Expertise in Apex, LWC, SOQL, and Salesforce API integrations.
• Proven experience with Salesforce Service Cloud architecture, including Omni-Channel, Case Routing, and automation flows.
• Strong understanding of AI/ML concepts with hands-on integration of Einstein, external LLMs (e.g., OpenAI), or AI frameworks (e.g., LangChain).
• Solid experience in reporting and analytics using CRM Analytics, Tableau, or similar platforms.
• Familiarity with data governance, ETL processes, and integration tools like MuleSoft or Informatica.
  
  

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Preferred Qualifications

• Salesforce certifications such as Service Cloud Consultant, Application Architect, or Einstein Analytics and Discovery Consultant.
• Proficiency in Python or SQL for advanced data analysis or AI prototyping.
• Experience with chatbot platforms, intelligent routing, or case deflection using AI.
• Knowledge of ITSM, support workflows, and service KPIs.
• Experience with CI/CD for Salesforce using tools like Gearset or Copado.
  
  

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Where we’re going

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com