Salesforce Financial Services Cloud & Contact Centre SME

Role & responsibilities

• Act as the strategic interface between business units and technical teams to align Salesforce capabilities with programs/projects and business goals.
• Support implementation and optimization of Salesforce FSC and Service Cloud for contact center operations.
• Design scalable solutions for customer onboarding, relationship management, and service automation.
• Integrate Salesforce with core systems, data platforms, third-party apps, and telephony platforms (e.g., CTI, IVR).
• Develop and manage customer journeys, case workflows, and omni-channel service strategies.
• Ensure compliance with financial regulations and data privacy standards.
• Conduct stakeholder workshops, training sessions, and platform demos to drive adoption.
• Stay current with Salesforce releases, especially FSC, Service Cloud, and AI-driven service enhancements

Preferred candidate profile

Were seeking a highly experienced and certified Salesforce SME with deep expertise in Financial Services Cloud (FSC) and Contact Center solutions. This role is pivotal in bridging business needs with technical execution, driving digital transformation across financial services operations and customer engagement platforms. Youll lead solution design, stakeholder collaboration, and platform optimization for high-impact service delivery.

• Salesforce certifications such as Financial Services Cloud Consultant, Service Cloud Consultant, or Application Architect.
• Proven ability to translate financial business processes into technical solutions.
• Experience with contact center technologies, including CTI integration, case routing, and service analytics
• Strong understanding of financial products, customer lifecycle management, and regulatory compliance.
• Proficiency in Apex, Flow, Lightning Components, and data modeling.
• Excellent communication, stakeholder engagement, and problem-solving skills
• Knowledge of Genesys Cloud is an added advantage.