Xerago - Salesforce Service Cloud Consultant - Solution Design & Implementation

Job Summary

• Lead the end-to-end implementation of Salesforce Service Cloud solutions.
• Translate business requirements into scalable technical and functional solutions within the Salesforce ecosystem.
• Configure key Service Cloud features including Case Management, Omni-Channel, Knowledge Base, Entitlements, CTI integration, Service Console, and Macros.
• Design workflows, approval processes, and automation rules using Flows, Process Builder, and Apex triggers (if & Integration :
• Customize Salesforce Service Cloud using Lightning Experience, App Builder, and custom objects.
• Integrate Salesforce with third-party applications and enterprise systems (ERP, telephony, chatbots, etc.
• Ensure data integrity and consistency across platforms using APIs, middleware, and ETL tools.
  

User Enablement & Stakeholder Collaboration

• Partner with business stakeholders to gather requirements, design customer service processes, and provide best-practice recommendations.
• Conduct UAT, training, and workshops for end users and administrators.
• Act as a trusted advisor for clients, ensuring adoption of Salesforce Service Cloud features and driving & Optimization :
• Provide post-implementation support and troubleshoot issues.
• Analyze existing implementations to recommend enhancements, optimizations, and upgrades.
• Stay updated with the latest Salesforce releases, features, and best Qualifications & Experience :
• Bachelors/Masters degree in Computer Science, IT, Business Administration, or related field.
• 6- 8 years of overall experience in Salesforce consulting with at least 4+ years of hands-on Service Cloud experience.
• Strong expertise in Service Cloud functionalities : Case Management, Omni-Channel Routing, Service Console, Macros, Knowledge Base, Entitlement Management, and Live Agent.
• Hands-on experience with Salesforce configuration, customization, and automation (Flows, Process Builder, Validation Rules, Reports, Dashboards).
• Knowledge of Apex, SOQL, and Lightning Web Components (LWC) is a plus.
• Experience with integration tools (MuleSoft, Dell Boomi, Informatica, etc.) and APIs.
• Proficiency in data migration, cleansing, and Qualifications :
• Salesforce Service Cloud Consultant Certification (highly desirable).
• Salesforce Administrator and Platform App Builder Certifications.
• Exposure to Salesforce Field Service Lightning (FSL) and Experience Cloud.
• Experience working in Agile/DevOps environments with CI/CD Skills :
• Strong analytical and problem-solving skills.
• Excellent client-facing communication and consulting skills.
• Ability to manage multiple priorities in fast-paced environments.
• Proactive, collaborative, and able to work with cross-functional teams