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.

Phase 1:

Onsite (Dubai) – 1 Month

Phase 2:

Offshore Hybrid

Locations:

Bengaluru, Mysore, Pune, Chennai, Hyderabad, Chandigarh, Mohali, Jaipur, Bhubaneswar, Gurgaon, Noida, Mangalore, and Trivandrum

Requirements

• 6–8 years of overall IT experience, including 4\+ years of hands-on experience in Salesforce Service Cloud.
• Lead discovery workshops to analyze existing customer service processes and define AS-IS and TO-BE workflows.
• Design, configure, and implement Salesforce Service Cloud solutions aligned with business requirements.
• Configure and customize core Salesforce Service Cloud functionalities, including Case Management, Omni-Channel Routing, Knowledge Base, Service Console, SLAs \& Entitlements, and Email-to-Case/Web-to-Case.
• Define and implement Service Request (SR) frameworks, workflows, approval processes, and service operations models.
• Collaborate with integration teams to support ERP and third-party system integrations, including SAP, Oracle, and CTI platforms.
• Support User Acceptance Testing (UAT), end-user training, deployment, and go-live activities.
• Ensure Salesforce solutions adhere to best practices related to security, scalability, and performance.
• Work closely with business stakeholders, architects, developers, and cross-functional teams to deliver scalable customer service solutions.
• Strong expertise in case lifecycle management, SLA and entitlement processes, omni-channel support, and agent productivity tools.
• Good understanding of knowledge management frameworks and customer service operations.
• Experience with Salesforce Experience Cloud (Customer/Partner Portals) is an added advantage.
• Exposure to MuleSoft or other integration frameworks is preferred.
• Domain knowledge in real estate, property management, or leasing is a plus.
• Hands-on experience in creating reports, dashboards, and service analytics within Salesforce.
• Strong communication, analytical, and stakeholder management skills.

Preferred Certifications:

• Salesforce Certified Service Cloud Consultant.
• Salesforce Administrator Certification.

Benefits

• A challenging, innovating environment.
• Opportunities for learning where needed.