Job Responsibilities

• Design and implement scalable Service Cloud solutions including Case Management, Knowledge Base, Omni-Channel, CTI integrations, Live Agent, and workflow automation.
• Configure Salesforce components such as Custom/Standard Objects, Flows, Process Builders, Validation Rules, Reports, and Dashboards.
• Collaborate with development teams to support and enhance custom functionalities using Apex, Visualforce, and Lightning Web Components (LWC).
• Lead solution design sessions, demos, and user training to ensure successful adoption and understanding of implemented features.
• Ensure solution compliance with Salesforce best practices and enterprise architecture standards.
• Engage with business stakeholders to gather, analyze, and document functional and technical requirements for Service Cloud implementations.
• Facilitate UAT sessions and support deployment, release planning, and change management processes.
• Perform data migration and integration activities using tools like Data Loader, MuleSoft, and other integration platforms.
• Stay updated with Salesforce Service Cloud enhancements and release features to continuously improve solutions.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field.
• 8+ years of experience as a Salesforce Consultant or Administrator with a focus on Service Cloud.
• Strong understanding of Salesforce configuration, including Flows, Process Builders, Validation Rules, and security models.
• Experience working with Apex, Visualforce, and LWC (ability to partner effectively with developers).
• Proven ability to translate business requirements into scalable Salesforce solutions.
• Strong communication and stakeholder management skills.
• Experience with data migration and third-party integrations.

Preferred Qualifications

• Salesforce Service Cloud Consultant and/or Administrator certification.
• Experience with MuleSoft, CTI integrations, or Live Agent.
• Background in agile/scrum project delivery methodologies.
• Familiarity with DevOps tools (e.g., Copado, Gearset) and release management best practices.

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