Role & responsibilities :

- Total IT Experience 8+ years and minimum 4+ years of Salesforce experience with strong focus on Service Cloud configuration.

- Hands-on expertise in :

1. Service Channels, Case Management.

2. PSR, Agent Workspace, Supervisor Configuration.

3. Presence Configuration, Messaging Sessions.

- Strong experience in Omni-Channel (skill-based routing) and Knowledge Management.

- Expertise in Salesforce customization : Record Types, Objects, Page Layouts, Picklists, Macros, Email Templates, Reports & Dashboards.

- Strong knowledge of Security Model : Profiles, Roles, Permission Sets, Permission Set Groups.

- Ability to read/debug Flows, LWC, Apex, Validation Rules, Workflow Rules.

- Hands-on experience with SOQL troubleshooting.

- Experience in complex Salesforce org environments.

- Exposure to integrations and managed packages.

- Ability to translate business requirements into Salesforce solutions.

- Flexible to work in aggressive timelines and global time zones.

Required Skillset :

- Demonstrated expertise in designing and deploying end-to-end Service Cloud solutions for large-scale enterprise environments.

- Advanced proficiency in Apex development, Lightning Web Components (LWC), and Salesforce configuration tools.

- Proven ability to architect complex Omni-Channel and Workspace configurations to optimize support workflows.

- Strong analytical mindset with the ability to communicate technical concepts clearly to non-technical stakeholders and cross-functional teams.

- Exceptional problem-solving skills, with a track record of delivering high-quality code in fast-paced, collaborative settings.

- A minimum of 8 to 13 years of hands-on experience in Salesforce development, with a deep understanding of the platform's architectural best practices.

- Ability to work effectively in a hybrid environment in Bangalore, maintaining high standards of delivery and professional accountability.