We are looking for a highly skilled and experienced Salesforce Service Cloud Consultant to join our team. The ideal candidate will have strong expertise in Salesforce Service Cloud implementation, configuration, and customization, along with deep knowledge of customer service processes and CRM best practices. This role requires a mix of technical expertise, business process understanding, and client-facing consulting skills to help design and deliver world-class customer service solutions.

Key Roles & Responsibilities :

Solution Design & Implementation :

- Lead the end-to-end implementation of Salesforce Service Cloud solutions.

- Translate business requirements into scalable technical and functional solutions within the Salesforce ecosystem.

- Configure key Service Cloud features including Case Management, Omni-Channel, Knowledge Base, Entitlements, CTI integration, Service Console, and Macros.

- Design workflows, approval processes, and automation rules using Flows, Process Builder, and Apex triggers (if needed).

Customization & Integration :

- Customize Salesforce Service Cloud using Lightning Experience, App Builder, and custom objects.

- Integrate Salesforce with third-party applications and enterprise systems (ERP, telephony, chatbots, etc.

- Ensure data integrity and consistency across platforms using APIs, middleware, and ETL tools.

User Enablement & Stakeholder Collaboration :

- Partner with business stakeholders to gather requirements, design customer service processes, and provide best-practice recommendations.

- Conduct UAT, training, and workshops for end users and administrators.

- Act as a trusted advisor for clients, ensuring adoption of Salesforce Service Cloud features and driving ROI.

Support & Optimization :

- Provide post-implementation support and troubleshoot issues.

- Analyze existing implementations to recommend enhancements, optimizations, and upgrades.

- Stay updated with the latest Salesforce releases, features, and best practices.

Required Qualifications & Experience :

- Bachelors/Masters degree in Computer Science, IT, Business Administration, or related field.

- 6- 8 years of overall experience in Salesforce consulting with at least 4+ years of hands-on Service Cloud experience.

- Strong expertise in Service Cloud functionalities : Case Management, Omni-Channel Routing, Service Console, Macros, Knowledge Base, Entitlement Management, and Live Agent.

- Hands-on experience with Salesforce configuration, customization, and automation (Flows, Process Builder, Validation Rules, Reports, Dashboards).

- Knowledge of Apex, SOQL, and Lightning Web Components (LWC) is a plus.

- Experience with integration tools (MuleSoft, Dell Boomi, Informatica, etc.) and APIs.

- Proficiency in data migration, cleansing, and transformation.

Preferred Qualifications :

- Salesforce Service Cloud Consultant Certification (highly desirable).

- Salesforce Administrator and Platform App Builder Certifications.

- Exposure to Salesforce Field Service Lightning (FSL) and Experience Cloud.

- Experience working in Agile/DevOps environments with CI/CD tools.

Soft Skills :

- Strong analytical and problem-solving skills.

- Excellent client-facing communication and consulting skills.