Software Engineer-Service Cloud

Retail Insights; Bengaluru; On-site; INR 2,000,000 - 4,000,000; Full time

Job summary

Retail Insights is seeking an experienced Salesforce Service Cloud Architect to lead end-to-end implementation and optimization of service workflows in Bengaluru. You will design case management, queues, and escalation rules, while integrating with ERP/CRM systems for seamless data flows.

The role requires hands-on configuration, automation using Flow and Process Builder, and the ability to collaborate with business stakeholders and technical teams in an Agile/Scrum environment.

Qualifications

• Experience with Salesforce Service Cloud implementations.
• Ability to work with business stakeholders and technical teams.
• Hands-on configuration, automation, and reporting in Service Cloud.

Responsibilities

• Lead end-to-end Salesforce Service Cloud implementations.
• Design case management, queues, escalation rules, and workflows.
• Implement Omni-Channel routing and optimize agent productivity.
• Create dashboards and reports for service performance.
• Support UAT, releases, and post-go-live stabilization.

Skills

Salesforce Service Cloud

Enterprise-scale deployments

Agile / Scrum

Stakeholder communication

Analytical problem-solving

Education

Experience in Salesforce ecosystem with focus on Service Cloud

Tools

Salesforce

Job description

About

The Retail Insights is a 10 year plus Omni Channel Technology Solutions focused on Digital connected intelligence System. We are Strategic Partners, Consulting, Technology Execution & know how to align, Co-build Modern Omni Channel Commerce, Personalized Digital experiences, Richer In- Store Experiences (AI, AR/VR) and the demands of mobile, socially connected consumers with the latest technologies. We are predominantly in the Retail space.

Responsibilities

• Lead end-to-end implementation and enhancement of Salesforce Service Cloud solutions
• Design and configure case management, queues, escalation rules, and service workflows
• Implement Omni-Channel routing to optimize agent productivity and customer experience
• Build and optimize automation using Flows, Workflow Rules, and Process Builder
• Integrate Service Cloud with external systems such as CRM, ERP, OMS, and customer portals
• Define and track service KPIs, SLAs, and operational metrics
• Create dashboards and reports for service performance monitoring
• Partner with customer service, operations, and business stakeholders to improve service efficiency
• Support UAT planning, execution, and business sign-off
• Act as a subject-matter expert for Service Cloud best practices
• Troubleshoot production issues and drive continuous improvement
• Ensure platform scalability, security, and data integrity
• Support releases, enhancements, and post-go-live stabilization

Requirements

• Experience in Salesforce ecosystem with strong focus on Service Cloud
• Proven experience delivering enterprise-scale Service Cloud implementations
• Strong understanding of customer service operations and support workflows
• Hands-on expertise in Service Cloud configuration, automation, and reporting
• Experience integrating Salesforce with external enterprise systems
• Ability to work closely with business stakeholders and technical teams
• Strong analytical, problem-solving, and communication skills
• Experience working in Agile / Scrum delivery environments

Education Qualification

• Experience in Salesforce ecosystem with strong focus on Service Cloud
• Proven experience delivering enterprise-scale Service Cloud implementations
• Strong understanding of customer service operations and support workflows
• Hands-on expertise in Service Cloud configuration, automation, and reporting
• Experience integrating Salesforce with external enterprise systems
• Ability to work closely with business stakeholders and technical teams
• Strong analytical, problem-solving, and communication skills
• Experience working in Agile / Scrum delivery environments