Salesforce Service Cloud Consultant

Job Summary

• Help design, build and continuously improve the clients online platform.
• Research, suggest and implement new technology solutions following best practices/standards.
• Take responsibility for the resiliency and availability of different products.
• Be a productive member of the team.

Location

Pune, Hyderabad, Chennai, Mysuru, Gurugram, Noida, Mumbai, Chandigarh, Jaipur, Indore, Nagpur, Mangalore

Requirements

• Salesforce Service Cloud Consultant with strong functional and hands-on experience in implementing customer service solutions, case management, Omni-Channel, knowledge management, automation, and contact-center integrations using Salesforce Service Cloud.
• Conduct discovery workshops and understand customer service processes and requirements.
• Configure Case Management, Queues, Assignment Rules, Escalation Rules, Entitlements, and Milestones.
• Implement Omni-Channel routing and service automation.
• Configure Knowledge Management and customer service workflows.
• Build automation using Salesforce Flow and platform capabilities.
• Support integrations with CTI/telephony, email, portals, and external applications.
• Prepare functional designs, user stories, and test scenarios.
• Support UAT, user training, deployment, and production support.
• Technical Functional Skills: Salesforce Service Cloud, Case Management, Omni-Channel, Knowledge Management, Entitlements Milestones, Salesforce Flow, Experience Cloud, CTI/Telephony Integrations, REST/SOAP APIs, Reports Dashboards

Mandatory Certifications

• Salesforce Service Cloud Consultant
• Salesforce Administrator

Job Type

Permanent

Experience

5+ years

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.