Salesforce Service Cloud Administrator (8-12 yrs)

Job Title : Salesforce Service Cloud Administrator

Experience : 8 - 12 Years

Position Type : Contract (12 months)

Location : Hyderabad, Bangalore, Chennai, Pune

Availability : Immediate Joiner

Job Description :

We are seeking an experienced Salesforce Service Cloud Administrator with in-depth knowledge of Service Cloud to enhance and support our Salesforce platform. This role requires a strong focus on Omnichannel, Milestones, Knowledgebase, and Experience Cloud (preferred). Experience with Five9 or general CTI integration is a significant advantage. As a key member of our team, you will manage, configure, and optimize our Salesforce environment to support seamless customer service delivery.

Key Responsibilities :

Service Cloud Administration :

- Provide day-to-day administration, troubleshooting, and support of the Salesforce Service Cloud platform, focusing on case management, service console, Einstein Bots, and

knowledgebase management.

Omnichannel and Routing Configurations :

- Manage and optimize Omnichannel routing, ensuring efficient and effective service delivery across customer service teams.

Workflow & Automation :

- Design and enhance workflows, validation rules, and automated processes using Flow, Process Builder, and Workflow Rules for streamlined functionality.

Integration & Deployment :

- Implement REST and SOAP APIs to integrate Salesforce with external systems. Utilize CI/CD tools (Jenkins, GitHub, Bitbucket, and VS Code) to maintain deployment pipelines and ensure reliable releases.

UI Customization :

- Develop and configure user interfaces using Lightning Web Components (LWC), Aura Components, Lightning Data Service, and Lightning Messaging Service to enhance user experiences.

Process Migration & Optimization :

- Migrate complex workflows and Process Builders into Flows to reduce technical debt and improve automation efficiency.

Development & Configuration :

- Configure and develop Salesforce using Apex, Triggers, Flows, and LWC.

- Handle complex solutions, including routing configurations, batch processing, scheduled Apex jobs, SOQL/SOSL queries, and robust Test Classes.

Key Requirements :

Service Cloud Expertise :

- Minimum of 3 years working with Salesforce Service Cloud, including case management, service console, and knowledge base configuration.

Omnichannel Experience :

- At least 2 years of hands-on experience with Omnichannel routing and management.

Technical Skills :

- Proficient in Apex, Triggers, Flows, and LWC; hands-on experience with Ant tool, Workbench, and Change Sets for deployment.

Integration & Automation :

- Strong background in Salesforce integration, CI/CD processes, and automation through tools like Flow, Process Builder, and Workflow Rules.

Certifications :

- Salesforce Administrator or Developer Certification preferred.

Soft Skills :

- Excellent problem-solving, troubleshooting, and communication skills; ability to collaborate effectively with technical teams and business stakeholders.