Salesforce Service Cloud Consultant

GeekSoft Consulting; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

GeekSoft Consulting is seeking a Salesforce Service Cloud Consultant to design, implement, and optimize customer service solutions using Salesforce Service Cloud. You will lead case management, Omni-Channel routing, knowledge management, and automation, ensuring resilient and scalable services for clients.

Responsibilities include conducting discovery workshops, configuring entitlements and milestones, building flows, and integrating CTI/telephony and APIs.

Qualifications

• Salesforce Service Cloud Consultant with hands-on experience implementing customer service solutions.
• Experience with case management, Omni-Channel, knowledge management, automation, and CTI integrations.
• Conduct discovery workshops to understand customer service processes and requirements.
• Configure Case Management, Queues, Assignment Rules, Escalation Rules, Entitlements, and Milestones.
• Implement Omni-Channel routing and service automation.
• Configure Knowledge Management and customer service workflows.
• Build automation using Salesforce Flow and platform capabilities.
• Support integrations with CTI/telephony, email, portals, and external applications.
• Prepare functional designs, user stories, and test scenarios.
• Support UAT, user training, deployment, and production support.
• Technical & Functional Skills: Salesforce Service Cloud, Case Management, Omni-Channel, Knowledge Management, Entitlements & Milestones, Salesforce Flow, Experience Cloud, CTI/Telephony Integrations, REST/SOAP APIs, Reports & Dashboards

Responsibilities

• 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.

Skills

Salesforce Service Cloud

Case Management

Omni-Channel

Knowledge Management

Entitlements & Milestones

Salesforce Flow

Experience Cloud

CTI/Telephony Integrations

REST/SOAP APIs

Reports & Dashboards

Job description

• 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.
  

Requirements

• Salesforce Service Cloud Consultant with strong functional and hands-on experience in implementing customer service solutions, case management, Omni-Channel, knowledge management, automation, and contact-center integrations using Salesforce Service Cloud.
  
• Conduct discovery workshops and understand customer service processes and requirements.
  
• Configure Case Management, Queues, Assignment Rules, Escalation Rules, Entitlements, and Milestones.
  
• Implement Omni-Channel routing and service automation.
  
• Configure Knowledge Management and customer service workflows.
  
• Build automation using Salesforce Flow and platform capabilities.
  
• Support integrations with CTI/telephony, email, portals, and external applications.
  
• Prepare functional designs, user stories, and test scenarios.
  
• Support UAT, user training, deployment, and production support.
  
• Technical & Functional Skills:Salesforce Service Cloud, Case Management, Omni-Channel, Knowledge Management, Entitlements & Milestones, Salesforce Flow, Experience Cloud, CTI/Telephony Integrations, REST/SOAP APIs, Reports & Dashboards
  

Mandatory Certifications:

• Salesforce Service Cloud Consultant