Software Engineer-Service Cloud

Retail Insights

India

On-site

INR 1,800,000 - 2,400,000

Full time

14 days+

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Job summary

Retail Insights is seeking a Salesforce Service Cloud specialist to lead end-to-end implementations, design case management, automate processes, and integrate with external systems. You will collaborate with business stakeholders and cross-functional teams to enhance customer service operations and drive KPI improvements.

The role requires hands-on expertise in Service Cloud configuration, automation, and reporting, with experience in Agile/Scrum delivery.

Qualifications

Experience in Salesforce with a strong focus on Service Cloud.
Proven delivery of 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.

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

Skills

Salesforce Service Cloud

Enterprise-scale deployments

Customer service operations

Service Cloud configuration

Automation and reporting

System integration

Stakeholder collaboration

Agile / Scrum

Analytical thinking

Communication skills

Job description

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