Salesforce Service Cloud Lead

Description :

Salesforce Service Cloud Lead Design & Architecture

Job Description :

Infosys is seeking a highly experienced and certified Salesforce Service Cloud Lead to drive the technical design, architecture, and implementation of complex Service Cloud solutions across our client engagements. With 5 to 9 years of total IT experience, including a minimum of 4 years on the Salesforce platform and 3 years specifically focused on Service Cloud, the ideal candidate will be a certified expert capable of leading large-scale solution deployments. This role is a hybrid of technical architecture, hands-on development, and strategic consulting, and is available in Bangalore, Delhi, and Pune.

Key Responsibilities :

- Service Cloud Solution Design : Lead the architectural design and implementation of highly scalable and robust Service Cloud solutions, ensuring alignment with client business objectives and Salesforce best practices.

- Case Management Expertise : Own the end-to-end design and optimization of the Case Management Lifecycle, including implementation of advanced features such as Omni-Channel routing, Live Agent, Chat, Messaging, and Email-to-Case functionality.

- Service Console and Optimization : Lead the setup, configuration, and advanced optimization of the Service Console, ensuring agents have a unified and efficient workspace. Implement and manage features like Knowledge Management and Entitlements to enhance service delivery.

- Technical Development and Integration :

a. Demonstrate advanced proficiency in custom development using Apex, Lightning Web Components (LWC), and SOQL.

b. Design and implement complex integrations using Salesforce APIs, middleware platforms, and ETL tools such as Mulesoft or Dell Boomi.

c. Drive strong experience integrating Salesforce with specialized contact center technologies like CTI (Computer Telephony Integration) and IVR (Interactive Voice Response) platforms.

- Governance and Security : Apply a strong understanding of security models, data visibility, and regulatory compliance, particularly GDPR considerations, to ensure all solutions are robust and legally compliant.

- DevOps and Release Management : Utilize and champion modern Salesforce DevOps tools (e.g., Gearset, Copado) to manage complex deployments, maintain code versioning, and ensure reliable, automated release management.

- Methodology and Process : Apply experience with Agile delivery methodologies (Scrum, SAFe, etc.) to lead project execution, manage backlogs, and ensure iterative value delivery.

Required Skills :

- 5 years of total IT experience, with a minimum of 4 years focused on the Salesforce platform.

- 3 years dedicated experience in the design, configuration, and implementation of Salesforce Service Cloud.

- Mandatory certification : Salesforce Certified Service Cloud Consultant.

- Proven technical expertise in Apex, Lightning Web Components (LWC), and SOQL.

- Strong hands-on experience with all core Service Cloud features : Case Management, Omni-Channel, Live Agent/Chat, and Knowledge/Entitlements.

- Experience integrating Salesforce with both middleware platforms (Mulesoft/Dell Boomi) and CTI/IVR systems.

- Strong understanding of Salesforce security models, data sharing, and compliance principles (GDPR).

- Familiarity with Salesforce DevOps/release management tools (Gearset/Copado).

Preferred Skills :

- Certification as a Salesforce Certified Application Architect or System Architect.

- Experience with formal Service Management Processes (ITIL, etc.).

- Experience with large-scale, enterprise-level digital transformation projects.

- Exposure to Salesforce Field Service Lightning (FSL).