Senior Salesforce Service Cloud Specialist

Job Title : Senior Salesforce Service Cloud Specialist

Location : Remote Work

Employment Type : Full-Time

About the Role

We are looking for an experienced Senior Salesforce Service Cloud Specialist to lead the design, implementation, and optimization of Salesforce Service Cloud solutions. The ideal candidate will have deep expertise in Service Cloud features, excellent problem-solving skills, and the ability to work closely with business stakeholders to deliver scalable and high-performing customer service solutions.

Key Responsibilities

• Lead end-to-end implementation, customization, and enhancement of Salesforce Service Cloud .
• Work closely with business teams to gather requirements and convert them into technical specifications.
• Design scalable and optimized solutions covering :
• Case Management
• Omni-Channel Routing
• Knowledge Base
• CTI Integrations
• Service Console
• Entitlements & SLAs
• Email-to-Case, Web-to-Case
• Develop and maintain custom Salesforce configuration including Flows, Validation Rules, Process Builder, and Automation.
• Collaborate with development teams for Apex, LWC, Triggers, and Integration requirements.
• Conduct impact analysis, troubleshoot platform issues, and ensure adherence to best practices.
• Lead UAT, end-user training, and deployment activities.
• Act as a subject matter expert for Service Cloud, ensuring platform stability and performance.
• Manage enhancements through Agile / Scrum methodologies.

Required Skills & Qualifications

Preferred Skills