Perfaware - Salesforce Service Cloud Consultant/Lead - Apex/Visual Force

Description :

We are seeking a highly skilled Salesforce Service Cloud professional with 8+ years of hands-on experience to lead the design, implementation, and optimization of our Service Cloud solutions.

The ideal candidate will have a strong understanding of customer service processes, Salesforce platform capabilities, and the ability to deliver scalable and efficient solutions.

Key Responsibilities :

- Lead the design, development, and deployment of Salesforce Service Cloud solutions.

- Implement and configure Service Cloud features including Case Management, Knowledge Base, Omni-Channel, Service Console, Entitlement & Milestones, and Field Service (if applicable).

- Collaborate with business stakeholders to gather requirements and translate them into Salesforce solutions.

- Develop and maintain Apex classes, triggers, Lightning Components, and Visualforce pages.

- Customize Salesforce workflows, process builders, flows, approval processes, and validation rules.

- Ensure seamless integration with third-party systems and internal applications via APIs, middleware, and ETL tools.

- Conduct system testing, UAT support, and ensure data quality and integrity.

- Provide technical guidance and mentorship to junior Salesforce developers and administrators.

- Keep abreast of Salesforce releases, new features, and best practices to continuously enhance the Service Cloud implementation.

- Troubleshoot and resolve complex issues, ensuring optimal system performance and user experience.

Required Skills :

- Salesforce Service Cloud expertise with 8+ years of experience in end-to-end implementation.

- Strong knowledge of Salesforce platform architecture, security model, and data model.

- Experience in Apex, Visualforce, Lightning Components (Aura & LWC), and SOQL/SOSL queries.

- Expertise in Salesforce automation tools: Workflow Rules, Process Builder, Flows, and Approval Processes.

- Hands-on experience with Salesforce integrations (REST, SOAP, middleware).

- Understanding of ITSM processes, case lifecycle management, knowledge management, and customer support operations.

- Salesforce certifications such as Service Cloud Consultant, Platform Developer I/II, or Salesforce Administrator preferred.

- Excellent analytical, problem-solving, and communication skills.

Desirable Attributes :

- Experience in Field Service Lightning (FSL) implementations.

- Knowledge of Salesforce Communities/Experience Cloud for service portals.

- Ability to lead technical discussions and solution workshops with clients.

- Strong documentation and stakeholder management skills.

Educational Qualification :

- Bachelors degree in Computer Science, Information Technology, or a related field.

- Relevant Salesforce certifications as mentioned above.

Reporting & Team Structure :

- Reports to: Salesforce Program/Project Manager or Head of CRM.

- May lead a small team of Salesforce developers and administrators