Key Responsibilities
- Work with business and support teams to understand service requirements
- Configure and customize Salesforce Service Cloud features
- Design solutions using Cases, Omni Channel, CTI, Lightning Console, Knowledge
- Implement workflows, automation, and service processes
- Ensure best practices for user experience, performance, and security
- Support testing, UAT, deployment, and post go live support
- Collaborate with integration and platform teams as needed
Required Skills & Experience
- Strong experience with Salesforce Service Cloud
- Hands on knowledge of case management and customer support processes
- Experience with Lightning Experience
- Basic understanding of integrations (REST APIs, CTI, email to case)
- Ability to communicate effectively with business stakeholders
Certifications (Preferred)
- Salesforce Administrator
- Salesforce Service Cloud Consultant
- Salesforce Platform App Builder
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