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

6+ years of Salesforce experience with strong expertise in Service Cloud .

Hands-on experience with :

Omni-Channel

Service Console

Case Management lifecycle

Knowledge Articles

Flows and Salesforce Automation

Strong understanding of Salesforce security model, data model, and integration patterns.

Experience with Apex, LWC , or ability to work with development teams for customization.

Salesforce Service Cloud Consultant Certification is highly preferred.

Strong communication, stakeholder management, and documentation skills.

Ability to work in fast-paced environments and lead solution discussions.

Preferred Skills

Experience with Marketing Cloud or Sales Cloud is a plus.

Knowledge of integration platforms (MuleSoft, REST / SOAP APIs).

Exposure to Field Service Lightning (FSL) is an added advantage.

Experience working with multi-country / global deployments.