- 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
Benefits
- A challenging, innovating environment.
- Opportunities for learning where needed.
