Salesforce Service Cloud Specialist

Job description

Job Title: Salesforce Service Cloud Specialist

Desired Experience- 3+ years

Job location

Job Summary:

We are seeking an experienced Salesforce Service Cloud Specialist to enhance our customer service capabilities through Salesforce Service Cloud and advanced AI-driven solutions. This role requires hands-on experience in Service Cloud, Field Service, and the implementation of features such as Co-Pilot chatbot and Einstein AI.

Key Responsibilities:

• Configure, customize, and deploy Salesforce Service Cloud, including features like Case Management, Knowledge Base, Service Console, Omnichannel, and Einstein AI.
• Design and implement chatbot solutions (e.g., Co-Pilot) to improve customer interaction and automate support functions.
• Implement Field Service functionalities, including technician scheduling, on-site support, and resource management.
• Gather and analyze business requirements, collaborating with stakeholders to develop efficient Salesforce Service Cloud solutions.
• Experience in Knowledge set up and experience cloud set up.
• Develop and maintain dashboards, analytics, and reports to track customer support performance, leveraging AI-driven insights.
• Optimize and support AI-driven Service Cloud features, including Einstein bots, predictive analytics, and recommendation engines.
• Troubleshoot and resolve Service Cloud issues and provide technical support to end-users.
• Stay current with Salesforce releases, Service Cloud enhancements, and AI-driven functionalities, recommending improvements as needed.
• Provide training, documentation, and support to end-users on Service Cloud, Field Service, and AI features.
• Hands on experience in Apex, Visualforce, and Lightning Components for customization and development.
• Hands on experience with API integrations and third-party applications.
• Hands-on knowledge of Salesforce configuration, customization, and automation tools (e.g., Flows, Process Builder).

Qualifications:

• Bachelors degree in Computer Science, Information Technology, or a related field.
• Salesforce Service Cloud Consultant certification required; AI Specialist certification is preferred.
• Proven experience with Salesforce Service Cloud, Field Service, and advanced Service Cloud features (e.g., Co-Pilot, Einstein AI).
• Familiarity with customer service industry standards, best practices, and Field Service operations.

Good to Have:

• AI Specialist certification, demonstrating expertise in Salesforce AI tools and best practices.
• Experience with implementing and managing AI-driven chatbots and conversational tools, such as Co-Pilot.
• Knowledge of additional Salesforce Clouds, such as Sales Cloud or Marketing Cloud.

Role:Software Development - Other

Industry Type:IT Services & Consulting

Department:Engineering - Software & QA

Employment Type:Full Time, Permanent

Role Category:Software Development

Education

UG:Any Graduate