Salesforce Service Cloud Lead - Design & Architecture

Description :

Salesforce Service Cloud Lead Design & Architecture

Job Description :

Infosys is seeking a highly experienced and certified Salesforce Service Cloud Lead to drive the technical design, architecture, and implementation of complex Service Cloud solutions across our client engagements. With 5 to 9 years of total IT experience, including a minimum of 4+ years on the Salesforce platform and 3+ years specifically focused on Service Cloud, the ideal candidate will be a certified expert capable of leading large-scale solution deployments. This role is a hybrid of technical architecture, hands-on development, and strategic consulting, and is available in Bangalore, Delhi, and Pune.

Key Responsibilities :

• Service Cloud Solution Design : Lead the architectural design and implementation of highly scalable and robust Service Cloud solutions, ensuring alignment with client business objectives and Salesforce best practices.
• Case Management Expertise : Own the end-to-end design and optimization of the Case Management Lifecycle, including implementation of advanced features such as Omni-Channel routing, Live Agent, Chat, Messaging, and Email-to-Case functionality.
• Service Console and Optimization : Lead the setup, configuration, and advanced optimization of the Service Console, ensuring agents have a unified and efficient workspace. Implement and manage features like Knowledge Management and Entitlements to enhance service delivery.
• Technical Development and Integration :

a. Demonstrate advanced proficiency in custom development using Apex, Lightning Web Components (LWC), and SOQL.

b. Design and implement complex integrations using Salesforce APIs, middleware platforms, and ETL tools such as Mulesoft or Dell Boomi.

c. Drive strong experience integrating Salesforce with specialized contact center technologies like CTI (Computer Telephony Integration) and IVR (Interactive Voice Response) platforms.

Required Skills :

(ref : hirist.tech)