Salesforce Functional Consultant

About the jobHi there If you are reading this then you are on an exciting, daunting, fun, hard (or all combined) journey to find the perfect new career.We at Katzion don't think work is the most important part of your life, but let's be honest, we spend far too much time in it not to enjoy it.We make our hiring decisions based on experience, skills, and passion to make an impact. We don't expect individuals to be perfect, and we don't believe in unicorns - although that would be very cool.We also know that time is precious, so we better get into it, so we do not take up too much of yours.THE ROLEWe are looking for a passionate Senior Functional Consultant (15+ years of experience) with deep expertise in Salesforce Service Cloud to join our Hyderabad office.This role is primarily responsible for driving technology and process improvements for our customers by leveraging Salesforce Service Cloud capabilities, declarative tools, and the broader Salesforce ecosystem.You will play a key role in designing and optimizing service processes, enhancing agent productivity, and enabling best-practice Service Cloud solutions that deliver measurable business outcomes.This is a permanent, India-based position.YOUR IMPACT (You will)Requirement Gathering & AnalysisCollaborate with stakeholders to gather, analyse, and document business requirements related to customer service operations, case management, SLAs, and service processes.Map and assess existing service workflows and identify areas for improvement using Service Cloud features.Translate business needs into functional specifications, user stories, and clear acceptance criteria.DocumentationCreate and maintain functional documentation, including service process flows, case lifecycle diagrams, and wireframes.Define and structure EPICs and user stories aligned to Service Cloud capabilities throughout the project lifecycle.Solution DesignRecommend scalable, robust Service Cloud solutions using industry best practices.Design configurations and workflows related to Case Management, Omni-Channel, Knowledge, Entitlements, Service Console, and other service components.Conduct gap analysis and propose innovative solutions to address complex service challenges.Implementation & ConfigurationConfigure Salesforce features primarily within Service Cloud, and where relevant, collaborate on Sales Cloud, Experience Cloud, or Automotive Cloud.Contribute to and optimize custom objects, fields, flows, assignment rules, case routing, validation rules, and service workflows.Partner closely with developers to ensure customizations align with the Service Cloud functional design.Testing & DeploymentReview test cases focused on Service Cloud functionality and support user acceptance testing (UAT).Ensure smooth deployment of Service Cloud solutions to production.Provide post-deployment support to resolve issues and ensure strong user adoption across customer service teams.Stakeholder CollaborationServe as a trusted advisor to clients on Service Cloud best practices and service process optimization.Lead workshops, demos, and training sessions for business users, service managers, and agents.Communicate project status effectively and manage client expectations throughout the engagement.WE’RE EXCITED IF YOU HAVESalesforce Experience & Certifications15+ years of experience as a Salesforce Consultant, Functional Analyst, Business Analyst, or similar role.Proven experience delivering end-to-end Service Cloud implementations across diverse industries.Strong hands-on expertise with Service Cloud features: Case Management, Omni-Channel, Knowledge, Entitlements, CTI/Telephony, Service Console, etc.Salesforce certifications such as Administrator, Service Cloud Consultant, or related credentials are highly desirable.Experience creating functional documentation including service process flows and wireframes.Technical SkillsDeep understanding of Salesforce Service Cloud capabilities, configuration options, and declarative tools.Experience with business process mapping, workflow optimization, and service operations design.Hands-on experience with Salesforce declarative tools such as Flow, Process Builder, and Validation Rules.Familiarity with integrations (e.g., MuleSoft) and third-party AppExchange service apps (CTI, chat, knowledge tools).Soft SkillsExcellent communication and interpersonal skills.Ability to translate complex service processes or technical concepts into clear business language.Strong analytical and problem-solving abilities.A team player with a proactive, customer-centric, and solution-oriented approach.