Role Overview:
We are seeking a seasoned Salesforce Service Cloud Lead to drive the design, implementation, and optimization of Service Cloud solutions. This role demands deep expertise in Salesforce Service Cloud, strong leadership capabilities, and a passion for delivering scalable customer service solutions.
Key Responsibilities:
- Lead end-to-end implementation of Salesforce Service Cloud projects, including requirements gathering, solution design, development, testing, and deployment.
- Collaborate with cross-functional teams to define business processes and translate them into technical solutions.
- Architect scalable and maintainable Service Cloud configurations including Omni-Channel, Case Management, Knowledge Base, and CTI integrations.
- Guide and mentor junior Salesforce developers and administrators.
- Ensure best practices in Salesforce development, configuration, and security.
- Manage stakeholder expectations and provide regular project updates.
- Conduct gap analysis and recommend enhancements to improve customer service workflows.
Required Skills & Qualifications:
- 8+ years of experience in Salesforce ecosystem, with at least 4 years focused on Service Cloud.
- Proven track record of leading Service Cloud implementations in enterprise environments.
- Expertise in Case Management, Entitlements, Milestones, Service Console, and Omni-Channel routing.
- Strong understanding of Apex, Visualforce, Lightning Components, and Salesforce APIs.
- Experience with third-party integrations including CTI, chatbots, and knowledge management tools.
- Salesforce certifications such as Service Cloud Consultant and Platform Developer I/II are highly desirable.
- Excellent communication, leadership, and stakeholder management skills.
Preferred Qualifications:
- Experience with Agile/Scrum methodologies.
- Familiarity with DevOps tools and CI/CD pipelines for Salesforce.
- Exposure to Einstein AI, Field Service Lightning, or Experience Cloud is a plus.