Salesforce Service Cloud Developer

Roles and Responsibilities

• Configure and customize Salesforce Service Cloud to meet business needs.
• Implement and manage Service Cloud features such as Case Management, Knowledge Management, Entitlements, Omnichannel, and Service Console.
• Monitor and troubleshoot Service Cloud issues, ensuring optimal performance and user satisfaction.
• Design, develop, and integrate chatbots within the Salesforce Service Cloud environment.
• Configure and implement email to case, web to case solutions
• Collaborate with stakeholders to understand chatbot requirements and user flows.
• Utilize Salesforce Einstein Bots or other chatbot frameworks to enhance customer service capabilities.
• Develop and maintain automated workflows, macros, and process builder flows.
• Create and manage reports and dashboards to track service metrics and chatbot performance.
• Continuously assess and improve chatbot functionality based on user feedback and analytics.
• Work closely with cross-functional teams, including customer service, IT, and sales, to align Service Cloud and chatbot solutions with business objectives.
• Provide training and support to end-users on Salesforce Service Cloud and chatbot functionalities.
• Stay updated on Salesforce and chatbot best practices, updates, and industry trends.

Qualifications:

• Bachelors degree in computer science, Information Technology, or a related field.
• 5+ years of experience with Salesforce, with at least 3 years on Service Cloud, including configuration and customization.
• Proven experience with chatbot development and integration, particularly within Salesforce environments.
• Strong expertise with Salesforce Einstein Bots or other relevant chatbot technologies.
• Strong understanding of customer service processes and automation best practices.
• Strong expertise in Salesforce, with good knowledge of Apex Classes, Visualforce Pages, Apex Triggers, Test code development, Batch Apex, Schedulable Apex, Flows, Aura Framework and LWC, etc. 
• Should have extensive experience on Salesforce security modules (OWD, permission sets, FLS, manual and Apex sharing etc.) and other out of the box Salesforce tools like assignment rules, automation rules and approval rules.
• Excellent problem-solving skills, with the ability to troubleshoot and resolve technical issues effectively.
• Strong communication and interpersonal skills, with the ability to work collaboratively in a team environment.
• Salesforce Service Cloud Certification is mandatory