Role Overview
We are looking for a skilled Salesforce Sales & Service Cloud professional to design, implement, and optimize CRM solutions that enhance customer experience, streamline sales operations, and improve service management. The ideal candidate should have hands-on Salesforce configuration and customization experience, strong business process understanding, and excellent stakeholder engagement skills.
Key Responsibilities
- Gather and analyze business requirements for Sales Cloud (Leads, Opportunities, Forecasting, Pipeline Management) and Service Cloud (Case Management, Knowledge Base, Omni-Channel, CTI integrations).
- Configure and customize Salesforce objects, workflows, process builders, validation rules, and flows.
- Implement and support features like Lead Assignment, Opportunity Management, Sales Forecasting, Campaign Management, Service Console, Entitlements, SLAs, and Knowledge Articles.
- Develop Apex classes, triggers, Lightning components (LWC), and Visualforce pages where required.
- Integrate Salesforce with third-party systems (REST/SOAP APIs, middleware tools).
- Work closely with Sales, Service, and IT teams to ensure smooth CRM adoption.
- Conduct end-user training and create documentation for functional processes.
- Manage data migration, cleansing, and deduplication.
- Ensure compliance with Salesforce security model (Profiles, Roles, Permission Sets, Sharing Rules).
- Participate in Agile ceremonies (sprint planning, daily stand-ups, retrospectives) and ensure timely delivery.
Required Skills & Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- 3+ years of Salesforce CRM experience, with at least 2+ years in Sales & Service Cloud implementations.
- Strong knowledge of Salesforce standard objects (Leads, Accounts, Contacts, Opportunities, Cases, Knowledge, Entitlements).
- Experience with Apex, SOQL, Lightning Web Components (LWC), Flows, APIs.
- Good understanding of Omni-Channel, CTI integrations, and Case Management.
- Experience in Salesforce configurations, workflows, validation rules, and automation.
- Salesforce Certifications preferred:
- Salesforce Administrator (ADM 201)
- Salesforce Sales Cloud Consultant
- Salesforce Service Cloud Consultant
Good to Have
- Knowledge of CPQ, Field Service Lightning, or Marketing Cloud.
- Experience with Agile/Scrum methodology.
- Exposure to AppExchange apps.
Soft Skills
- Strong communication and stakeholder management.
- Analytical mindset with problem-solving ability.
- Ability to work independently and as part of a cross-functional team.
