Salesforce Functional Consultant

• 15+ years of experience as a Salesforce Consultant, Functional Analyst, Business Analyst, or similar role.
• Proven experience delivering end-to-end Service Cloud implementations across diverse industries.
• Strong hands-on expertise with Service Cloud features: Case Management, Omni-Channel, Knowledge, Entitlements, CTI/Telephony, Service Console, etc.
• Salesforce certifications such as Administrator, Service Cloud Consultant, or related credentials are highly desirable.
• Experience creating functional documentation including service process flows and wireframes.

Technical Skills

• Deep understanding of Salesforce Service Cloud capabilities, configuration options, and declarative tools.
• Experience with business process mapping, workflow optimization, and service operations design.
• Hands-on experience with Salesforce declarative tools such as Flow, Process Builder, and Validation Rules.
• Familiarity with integrations (e.g., MuleSoft) and third-party AppExchange service apps (CTI, chat, knowledge tools)