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Natobotics Technologies
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Salesforce Service Cloud Developer

Salesforce Service Cloud Developer

Natobotics Technologies

5 - 10 years

7 - 12 Lacs

bengaluru

Posted:1 week ago| Platform:

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Skills Required

automation data migration ivr analytical agile cti customer service stakeholder management analytics salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are seeking an experienced Salesforce Service Cloud professional to design, implement, and optimize Salesforce-based customer service solutions. The ideal candidate will have strong hands-on experience with Service Cloud features such as Case Management, Omni-Channel Routing, Knowledge Base, CTI integration, and automation using Flows and Apex.

Key Responsibilities:

Design and implement Service Cloud solutions to enhance customer support operations.
Configure and customize key Salesforce Service Cloud features including:
Case Management, Queues, Assignment Rules, Escalation Rules
Service Console, Omni-Channel, Live Agent/Chat
Knowledge Base, Entitlements, Service Level Agreements (SLAs)
Develop automation solutions using Flows, Process Builder, Apex Triggers, and Lightning Web Components (LWCs).
Integrate Salesforce with telephony and third-party customer engagement tools (CTI/IVR).
Implement Einstein Bots, Chatbots, and AI for customer service automation (if applicable).
Collaborate with stakeholders to gather requirements and translate them into scalable technical solutions.
Perform data migration, build reports & dashboards for service performance analytics.
Ensure best practices, security, and compliance throughout implementation.
Provide user support, training, and documentation.
Required Skills & Experience:
5-10 years
of hands-on experience in Salesforce, specifically Service Cloud.
Strong knowledge of Service Cloud architecture, capabilities, and best practices.
Proficiency in
Apex, Lightning Components (LWC), SOQL/SOSL
, and Salesforce configurations.
Experience with
Omni-Channel setup, Case Automation, Email-to-Case, Web-to-Case
.
Knowledge of
Salesforce Knowledge, CTI integration, and Customer Communities
.
Salesforce certifications preferred:
Salesforce Certified Service Cloud Consultant
Salesforce Certified Administrator
Salesforce Platform Developer I (optional but beneficial)
Nice-to-Have:
Experience with
Einstein AI, Bots, or Field Service Lightning (FSL)
.
Familiarity with
Agile methodologies and DevOps tools like Copado/Jenkins
.
Experience with
REST/SOAP APIs
for integrating external systems.
Soft Skills:
Strong communication and stakeholder management skills.
Ability to troubleshoot complex issues and deliver high-quality solutions under deadlines.
Team player with an analytical mindset.

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Salesforce Service Cloud Developer