- Design and architect Salesforce Service Cloud solutions that align with business objectives and scalability needs.
- Define the architecture for Service Cloud functionalities such as case management, Omni-Channel, Knowledge Base, Entitlements, and Milestones.
- Ensure solutions adhere to Salesforce best practices, and meet security, scalability, and compliance standards.
- Lead and mentor a team of Salesforce developers, administrators, and consultants.
- Provide technical guidance and oversee the delivery of Service Cloud solutions.
- Conduct code reviews to ensure high-quality implementation and adherence to best practices.
- Work closely with business stakeholders to understand requirements and translate them into technical solutions.
- Act as a trusted advisor, recommending Salesforce capabilities to enhance customer service operations.
- Collaborate with cross-functional teams, including marketing, sales, and IT, to ensure seamless integration of Service Cloud with other systems.
- Design and implement integrations between Salesforce and external systems using APIs, middleware (e.g., MuleSoft), and ETL tools.
- Automate service workflows and processes using tools such as Flow, Process Builder, and Apex.
- Monitor system performance and identify opportunities for improvement.
- Implement best practices to optimize Service Cloud functionality and user experience.
- Design and deliver advanced reports and dashboards to provide actionable insights for customer service teams.
- Enable data-driven decision-making by leveraging Service Cloud analytics and reporting capabilities.
- Conduct training sessions for users and team members to ensure the successful adoption of Service Cloud solutions.
- Develop technical documentation and user guides for implemented solutions.
Experience:
- Minimum 8+ years of Salesforce experience with a focus on Service Cloud.
- Proven track record of designing and implementing end-to-end Service Cloud solutions.
Technical Skills:
- Expertise in Apex, Visualforce, Lightning Web Components (LWC), and SOQL.
- Strong knowledge of Salesforce Service Cloud features, including Omni-Channel, Case Management, Knowledge Base, Entitlements, and Milestones.
- Experience with integration tools and APIs (e.g., REST/SOAP) and middleware platforms like MuleSoft.
- Familiarity with DevOps tools such as Copado, Gearset, or Jenkins for deployment.
Certifications:
- Salesforce Certified Service Cloud Consultant (Must have).
- Salesforce Certified Application Architect/System Architect (Must Have).
- Salesforce Certified Platform Developer I/II (Preferred).
Disclaimer: Nagarro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will be afforded equal employment opportunities without discrimination based on race, creed, color, national origin, sex, age, disability, or marital status.
