Senior Salesforce Service Cloud Specialist

Job Title: Senior Salesforce Service Cloud Specialist

Location:

Employment Type:

About the Role

Senior Salesforce Service Cloud Specialist

Key Responsibilities

• Lead end-to-end implementation, customization, and enhancement of

  Salesforce Service Cloud

  .
• Work closely with business teams to gather requirements and convert them into technical specifications.
• Design scalable and optimized solutions covering:
• Case Management
• Omni-Channel Routing
• Knowledge Base
• CTI Integrations
• Service Console
• Entitlements & SLAs
• Email-to-Case, Web-to-Case
• Develop and maintain custom Salesforce configuration including Flows, Validation Rules, Process Builder, and Automation.
• Collaborate with development teams for Apex, LWC, Triggers, and Integration requirements.
• Conduct impact analysis, troubleshoot platform issues, and ensure adherence to best practices.
• Lead UAT, end-user training, and deployment activities.
• Act as a subject matter expert for Service Cloud, ensuring platform stability and performance.
• Manage enhancements through Agile/Scrum methodologies.

Required Skills & Qualifications

• 6+ years of Salesforce experience

  with strong expertise in

  Service Cloud

  .
• Hands-on experience with:
• Omni-Channel
• Service Console
• Case Management lifecycle
• Knowledge Articles
• Flows and Salesforce Automation
• Strong understanding of Salesforce security model, data model, and integration patterns.
• Experience with

  Apex, LWC

  , or ability to work with development teams for customization.
• Salesforce

  Service Cloud Consultant Certification

  is highly preferred.
• Strong communication, stakeholder management, and documentation skills.
• Ability to work in fast-paced environments and lead solution discussions.

Preferred Skills

• Experience with Marketing Cloud or Sales Cloud is a plus.
• Knowledge of integration platforms (MuleSoft, REST/SOAP APIs).
• Exposure to Field Service Lightning (FSL) is an added advantage.
• Experience working with multi-country/global deployments.