Senior Salesforce Service Cloud Specialist

3 hours ago

India Info Services Full time

Job Description Job Title: Senior Salesforce Service Cloud Specialist Location: Remote Work Employment Type: Full-Time About the Role We are looking for an experienced Senior Salesforce Service Cloud Specialist to lead the design, implementation, and optimization of Salesforce Service Cloud solutions. The ideal candidate will have deep expertise in Service Cloud features, excellent problem-solving skills, and the ability to work closely with business stakeholders to deliver scalable and high-performing customer service solutions. Key Responsibilities - Lead end-to-end implementation, customization, and enhancement of Salesforce Service Cloud. - Work closely with business teams to gather requirements and convert them into technical specifications. - Design scalable and optimized solutions covering: - Case Management - Omni-Channel Routing - Knowledge Base - CTI Integrations - Service Console - Entitlements & SLAs - Email-to-Case, Web-to-Case - Develop and maintain custom Salesforce configuration including Flows, Validation Rules, Process Builder, and Automation. - Collaborate with development teams for Apex, LWC, Triggers, and Integration requirements. - Conduct impact analysis, troubleshoot platform issues, and ensure adherence to best practices. - Lead UAT, end-user training, and deployment activities. - Act as a subject matter expert for Service Cloud, ensuring platform stability and performance. - Manage enhancements through Agile/Scrum methodologies. Required Skills & Qualifications - 6+ years of Salesforce experience with strong expertise in Service Cloud. - Hands-on experience with: - Omni-Channel - Service Console - Case Management lifecycle - Knowledge Articles - Flows and Salesforce Automation - Strong understanding of Salesforce security model, data model, and integration patterns. - Experience with Apex, LWC, or ability to work with development teams for customization. - Salesforce Service Cloud Consultant Certification is highly preferred. - Strong communication, stakeholder management, and documentation skills. - Ability to work in fast-paced environments and lead solution discussions. Preferred Skills - Experience with Marketing Cloud or Sales Cloud is a plus. - Knowledge of integration platforms (MuleSoft, REST/SOAP APIs). - Exposure to Field Service Lightning (FSL) is an added advantage. - Experience working with multi-country/global deployments.

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