Technical Lead - Salesforce Service Cloud

Role Summary

We are seeking a highly skilled Salesforce Service Cloud Technical Lead to join our Hyderabad team. The ideal candidate will have strong hands-on experience in Salesforce Service Cloud implementations, development and configuration. This role is responsible for building, and delivering Salesforce Service Cloud solutions, guiding developers and admins, and ensuring high-quality implementations that align with business needs. The ideal candidate will bring deep technical knowledge of Salesforce Service Cloud, experience with integrations and hands-on configuration.

Key Responsibilities

Solution Implementation & Configuration

• Lead the configuration, and deployment of Salesforce Service Cloud solutions.
• Implement features such as Case Management, Knowledge Base, Omni-Channel, CTI integrations, and Service Console.
• Configure Service Cloud elements including queues, assignment/escalation rules, workflows, email templates, and automation.
• Ensure adherence to Salesforce best practices, security standards, and compliance guidelines.

Administration & Platform Management

• Oversee daily Salesforce administration tasks including user management, profiles, roles, permissions, and data access.
• Manage sandbox refreshes, deployments, and release management using DevOps practices.
• Monitor platform health, perform maintenance, and optimize performance.

Technical Team Collaboration

• Collaborate with cross-functional teams (business, QA, integration) to drive project delivery.
• Integrate Salesforce with external systems (ERP, telephony, middleware, etc.) as required.
• Support ongoing maintenance, upgrades, and performance tuning.

Required Skills & Qualifications

• 8–10 years of IT experience with 5+ years in Salesforce CRM, particularly Service Cloud.
• Hands-on experience in Salesforce Service Cloud features: Case Management, Knowledge Management, Omni-Channel, CTI, and Service Console.
• Strong experience in Salesforce Lightning, Apex, Visualforce, Lightning Components, SOQL, REST/SOAP APIs.
• Solid understanding of Salesforce security model, sharing rules, roles, profiles, and permission sets.
• Experience in integrations using MuleSoft, REST/SOAP APIs, or third-party applications.
• Excellent communication, stakeholder management, and problem-solving skills.

Preferred Certifications

• Salesforce Certified Service Cloud Consultant
• Salesforce Platform Developer I/II
• Salesforce Administrator / Advanced Administrator