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Job Opportunity: Senior Salesforce Service Cloud Consultant / Architect

14 years

0 Lacs

Posted:5 days ago| Platform: Linkedin logo

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Work Mode

On-site

Job Type

Contractual

Job Description

Overview

highly experienced Senior Salesforce Service Cloud Consultant / Architect

You will partner with business stakeholders and technical teams to translate customer service strategies into scalable, high-performance Salesforce solutions that elevate operational efficiency and deliver exceptional customer experiences.

🔨 Key Responsibilities
  • Lead the end-to-end design, configuration, and deployment of Salesforce Service Cloud solutions across diverse business units.
  • Implement and fine-tune

    Omni-Channel Routing

    , ensuring optimal workload distribution based on agent skills, availability, and case priority.
  • Configure and manage

    Live Chat

    ,

    Messaging

    , and

    Case Assignment Rules

    to deliver seamless, real-time customer interactions.
  • Design and deploy

    Service Cloud Voice

    , integrating telephony (e.g., Amazon Connect) with Salesforce to create a unified agent console experience.
  • Collaborate with business analysts and service teams to gather requirements and translate them into scalable, maintainable Salesforce configurations.
  • Provide architectural oversight, ensuring data models, security, and performance align with best practices and Salesforce’s product roadmap.
  • Perform gap analyses, recommend platform improvements, and drive alignment with industry standards and customer service strategies.
  • Troubleshoot complex issues, perform root cause analyses, and implement robust solutions in a timely manner.
  • Mentor junior consultants, lead code/configuration reviews, and enforce solution quality standards.
✅ Key Skills & Competencies
  • 12–14 years of total IT experience

    , including

    7+ years in the Salesforce ecosystem

    with a strong emphasis on Service Cloud.
  • Proven expertise with key Service Cloud features: Omni-Channel, Case Routing, Service Console, Knowledge Management, Entitlements & Milestones, Live Chat, Messaging, and Service Cloud Voice.
  • Solid understanding of Salesforce data modeling, automation tools (Flows, Process Builder), security, and integration patterns.
  • Hands-on experience with

    Voice Channel integrations

    , including Amazon Connect or other CTI solutions within Service Cloud Voice.
  • Excellent analytical, problem-solving, and client-facing communication skills.
  • Experience working in Agile/Scrum environments, with the ability to deliver in fast-paced, iterative projects.
🎓 Preferred Salesforce Certifications
  • Salesforce Certified Service Cloud Consultant
  • Salesforce Certified Application Architect or System Architect
  • (Optional) Salesforce OmniStudio Consultant
🌟 Why Join Us?

This role offers the chance to work on high-impact, enterprise-level Salesforce Service Cloud projects that redefine customer engagement. Join a collaborative environment where your expertise directly shapes world-class service experiences.

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