Salesforce Service Cloud Technical Lead

2 weeks ago

Chennai, Tamil Nadu, India NTT DATA North America Full time ₹ 12,00,000 - ₹ 24,00,000 per year
ole Overview:

We are seeking a highly skilled Salesforce Service Cloud Technical Lead to design, develop, and implement scalable Salesforce Service Cloud solutions. The ideal candidate will lead a team of developers and administrators, collaborate with business stakeholders, and ensure technical excellence and alignment with enterprise architecture standards.

Key Responsibilities:

  • Solution Design & Architecture

    • Lead the design and implementation of complex Service Cloud solutions, including Case Management, Omni-Channel, CTI integrations, and Knowledge Base.

    • Translate business requirements into scalable, maintainable, and high-performance technical solutions.

    • Ensure best practices for security, integration, and data management.

  • Technical Leadership

    • Guide and mentor Salesforce developers and admins on technical best practices.

    • Conduct code reviews, enforce coding standards, and ensure quality delivery.

    • Collaborate with architects and integration teams to align with enterprise systems.

  • Development & Integration

    • Hands-on development using Apex, Lightning Web Components (LWC), Visualforce, SOQL/SOSL, and REST/SOAP APIs.

    • Integrate Salesforce with external systems (ERP, telephony, etc.) using MuleSoft or similar tools.

    • Configure Service Cloud features such as Service Console, Macros, Entitlements, and SLAs.

  • Stakeholder Management

    • Work closely with business and functional teams to understand requirements.

    • Communicate technical designs and decisions to non-technical stakeholders.

    • Participate in Agile ceremonies and contribute to sprint planning.

Required Skills & Qualifications:

  • Bachelor's degree in Computer Science, Engineering, or related field.

  • Salesforce Certifications:

    • Required: Salesforce Service Cloud Consultant, Platform Developer I.

    • Preferred: Platform Developer II, Application/System Architect.

  • Strong expertise in Salesforce Service Cloud components and configuration.

  • Solid experience in Apex, LWC, Flows, Integration (REST/SOAP), and Data Modeling.

  • Knowledge of DevOps tools (Copado, Git, Jenkins) and CI/CD pipelines.

  • Excellent problem-solving, communication, and leadership skills.

Good to Have:

  • Experience with Field Service, Experience Cloud, or Einstein AI.

  • Exposure to Salesforce Industries (Vlocity) or MuleSoft.

  • Familiarity with Agile/Scrum methodologies.

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