Salesforce Service Cloud Functional Consultant (4-7 yrs)

Job Description :

Role : Senior Salesforce Service Cloud Functional Consultant

We are seeking an experienced Senior Salesforce Service Cloud Functional Consultant to lead and manage the implementation of Salesforce Service Cloud solutions. The ideal candidate will possess deep functional knowledge of Service Cloud, strong stakeholder management skills, and the ability to design scalable solutions aligned with business objectives.

Key Responsibilities :

1. Consultation and Stakeholder Engagement :

- Work closely with clients to understand business requirements and objectives.

- Conduct workshops, gather detailed requirements, and recommend best practices.

- Translate business needs into technical specifications and solution designs.

2. Solution Design and Implementation :

- Design, configure, and implement Salesforce Service Cloud solutions, including Service Console, Omni-Channel, Knowledge Base, Case Management, and Lightning Experience.

- Create custom workflows, process builders, and other automations to optimize customer service processes.

- Collaborate with developers for custom code, integrations, and complex requirements.

3. Functional Leadership :

- Act as a functional expert to guide clients on best practices for Salesforce Service Cloud and Experience Cloud.

- Provide input on data modeling, process automation, and security configurations to meet project objectives.

- Support the development team in translating functional requirements into technical deliverables

4. Testing and Deployment :

- Define test scenarios and coordinate user acceptance testing (UAT) with stakeholders.

- Ensure smooth deployment of solutions, including data migration and post-implementation support.

5. Training and Documentation :

- Conduct end-user training sessions and create comprehensive documentation, including process flows, user guides, and solution architecture.

- Support change management efforts to promote solution adoption.

6. Stakeholder Collaboration :

- Partner with client teams, project managers, developers, and other consultants to deliver end-to-end solutions.

- Communicate effectively with both technical and non-technical audiences.

Required Skills and Qualifications :

- Proven experience in Service Cloud implementations, including hands-on configuration and administration.

- 4-7 years of hands-on experience as SF Service Cloud Functional Consultant.

- Strong understanding of customer service processes and best practices.

- Familiarity with Salesforce features like Einstein Bots, Field Service, and Service Analytics.

- Exceptional communication and presentation skills, with a customer-centric approach.

- Experience in Agile/Scrum methodologies is a plus.