Technical Lead - Salesforce Service Cloud

Role Summary

We are seeking a highly skilled Salesforce Service Cloud Technical Lead to join our Hyderabad team. The ideal candidate will have strong hands-on experience in Salesforce Service Cloud implementations, development and configuration. This role is responsible for building, and delivering Salesforce Service Cloud solutions, guiding developers and admins, and ensuring high-quality implementations that align with business needs. The ideal candidate will bring deep technical knowledge of Salesforce Service Cloud, experience with integrations and hands-on configuration.

Key Responsibilities

Solution Implementation & Configuration

Lead the configuration, and deployment of Salesforce Service Cloud solutions.

Implement features such as Case Management, Knowledge Base, Omni-Channel, CTI integrations, and Service Console.

Configure Service Cloud elements including queues, assignment / escalation rules, workflows, email templates, and automation.

Ensure adherence to Salesforce best practices, security standards, and compliance guidelines.

Administration & Platform Management

Oversee daily Salesforce administration tasks including user management, profiles, roles, permissions, and data access.

Manage sandbox refreshes, deployments, and release management using DevOps practices.

Monitor platform health, perform maintenance, and optimize performance.

Technical Team Collaboration

Collaborate with cross-functional teams (business, QA, integration) to drive project delivery.

Integrate Salesforce with external systems (ERP, telephony, middleware, etc.) as required.

Support ongoing maintenance, upgrades, and performance tuning.

Required Skills & Qualifications

8–10 years of IT experience with 5+ years in Salesforce CRM, particularly Service Cloud.

Hands-on experience in Salesforce Service Cloud features : Case Management, Knowledge Management, Omni-Channel, CTI, and Service Console.

Strong experience in Salesforce Lightning, Apex, Visualforce, Lightning Components, SOQL, REST / SOAP APIs.

Solid understanding of Salesforce security model, sharing rules, roles, profiles, and permission sets.

Experience in integrations using MuleSoft, REST / SOAP APIs, or third-party applications.

Excellent communication, stakeholder management, and problem-solving skills.

Preferred Certifications

Salesforce Certified Service Cloud Consultant

Salesforce Platform Developer I / II

Salesforce Administrator / Advanced Administrator