Salesforce Service Cloud Consultant

• Help design, build and continuously improve the clients online platform.
  


• Research, suggest and implement new technology solutions following best practices/standards.
  


• Take responsibility for the resiliency and availability of different products.
  


• Be a productive member of the team.
  

Requirements

• Salesforce Service Cloud Consultant with strong functional and hands-on experience in implementing customer service solutions, case management, Omni-Channel, knowledge management, automation, and contact-center integrations using Salesforce Service Cloud.
  


• Conduct discovery workshops and understand customer service processes and requirements.
  


• Configure Case Management, Queues, Assignment Rules, Escalation Rules, Entitlements, and Milestones.
  


• Implement Omni-Channel routing and service automation.
  


• Configure Knowledge Management and customer service workflows.
  


• Build automation using Salesforce Flow and platform capabilities.
  


• Support integrations with CTI/telephony, email, portals, and external applications.
  


• Prepare functional designs, user stories, and test scenarios.
  


• Support UAT, user training, deployment, and production support.
  


• Technical & Functional Skills: Salesforce Service Cloud, Case Management, Omni-Channel, Knowledge Management, Entitlements & Milestones, Salesforce Flow, Experience Cloud, CTI/Telephony Integrations, REST/SOAP APIs, Reports & Dashboards
  

• Salesforce Service Cloud Consultant
  


• Salesforce Administrator
  
  

Benefits