Senior Salesforce Engineer Bangalore (Hybrid) Responsibilities Lead in designing, specifying, and Implementing Market standard Salesforce solutions, considering functionality, data, security, integration, infrastructure, and performance Provide solution architecture development, consultancy, and assurance to projects, making sure Salesforce applications are well designed and conform to Shell standards and reference/segment architectures Follow Salesforce technology developments in the market and leverage this knowledge in architecting solutions in Shell Working with integrated applications such as Salesforce CPQ, Conga, Adobe, etc., Create and execute unit, integration, and user acceptance test plans, including use cases and test data Striving towards coding best practices and data quality Contributing to technical documentation, Take ownership of release cycles to implement and deploy new/updates to existing applications and code. Analyse functional requirements and transform them into technical solutions for new projects, and enhancements to existing solutions. Address the production issues reported by the end user Qualifications 7 to 10 years of Salesforce experience Strong expertise in all Salesforce SAAS solutions and Lightning Platform Experience in building applications using APEX, Lightning components, Triggers, AppExchange products Knowledge of Web Development Ajax, JavaScript, SOAP, HTTP, CSS Bootstrap - Excellent Salesforce.com declarative configuration, Programmatic Customization skills Data migration between SFDC environments using relevant tools and mechanisms Experience with APIs and integrations. Experience in designing custom objects, custom fields, picklists, page layouts, workflow, approval processes, validation rules, custom tabs, reports, Visualforce pages, dashboards, and email generation according to application requirements
Responsibilities Training Delivery Conduct individual and group training sessions on voice modulation, diction, pronunciation, and accent neutralization. Design and deliver coaching modules tailored to different levels (entry-level agents, team leaders, managers). Provide role plays, mock calls, and practice sessions to simulate real customer interactions. Assessment & Feedback Assess participants voice and accent skills through pre- and post-training evaluations. Provide constructive, personalized feedback and development plans. Track progress and share reports with stakeholders. Curriculum Development Develop and update training content, including learning aids, practice exercises, and digital resources. Stay updated with global communication standards, cultural nuances, and linguistic best practices. Coaching & Support Offer one-on-one coaching for employees requiring additional support. Partner with Quality and Training teams to identify recurring communication gaps and design interventions. Support new hire onboarding and transition programs. Key Skills & Competencies Excellent command over spoken and written English. Strong understanding of phonetics, intonation, and articulation. Ability to teach neutral English (international standard US/UK/Global Neutral). Strong facilitation, presentation, and coaching skills. Empathetic and patient approach to adult learning. Handling irate callers. Cultural Sensitization. Ability to engage participants in fun, interactive, and practical sessions. Qualifications Qualifications & Experience Bachelors degree in English, Linguistics, Communication, or related field (preferred). Certification in phonetics/voice coaching/accent training is an advantage. 25 years of experience in voice and accent training, preferably in BPO, customer service, or corporate training environment. Proven track record of successfully improving participants spoken communication. Performance Metrics Improvement in participants voice and accent assessment scores. Training effectiveness (measured by post-training feedback and on-the-job performance). Reduced communication-related errors or escalations in customer interactions. Positive participant engagement and feedback.