**Service Cloud** **Minimum 5+ years of work experience in** **Salesforce.com** **Projects** **Key Skills & Responsibilities:** + Highly experienced in Administration and application development using Salesforce.com , with deep expertise in **Service Cloud** implementations for enterprise clients. + Proven track record in successfully delivering end-to-end Salesforce projects with focus on customer service excellence and agent productivity. **Core Expertise (Service Cloud Focus):** + **Service Cloud Features:** Hands-on experience with Service Console, Omni-Channel routing, AWS Chat integration, CTI (Computer Telephony Integration), Case Management, Email-to-Case, Knowledge Management, and **AI-driven bot implementations (Einstein Bots / Agentforce-powered conversational bots)** for enhanced customer support. + **Agentforce:** Strong knowledge and implementation experience of Agentforce to improve service agent productivity, drive automation, and streamline service operations. + Skilled in building customer-centric solutions leveraging Service Cloud best practices including SLA tracking, entitlement processes, escalation rules, and service contracts. + Knowledge of analytics, reports, and dashboards for Service Cloud to monitor KPIs like case resolution time, agent performance, and customer satisfaction. **Development & Integration Skills:** + Experienced in developing and maintaining **Apex Classes, Triggers, Visualforce Pages, Lightning Web Components (LWC), and Flows** to deliver custom solutions. + Proficient in implementing system integrations with external platforms using **REST/SOAP APIs, AWS, CTI connectors, middleware tools, and Platform Events** for real-time communication and data exchange. + Expertise in customizing Salesforce with objects, workflows, process builder, roles, profiles,



sharing rules, validation rules, and page layouts. + Strong understanding of Salesforce Governor Limits and experience in optimizing code to meet performance and scalability requirements. **Deployment & Data Management:** + Responsible for deployment lifecycle management using Copado and Change Sets. + Experienced in data migration and cleansing activities using Apex Data Loader and other ETL tools. **Agentforce & Conversational AI:** Practical experience working with **Agentforce to design intelligent agent workflows, automate case handling, and improve agent efficiency through AI-assisted recommendations and summarization.** Experience in **building, configuring, and deploying bots** to handle common service requests, including: + Designing conversational flows and dialog management + Integrating bots with backend systems via APIs + Enabling seamless handoff between bots and live agents via Omni-Channel + Leveraging NLP capabilities for intent recognition and customer interaction automation + Continuous improvement of bot performance using analytics and feedback loops **Other Skills:** + Experience in designing and consuming **GraphQL APIs to optimize data retrieval, reduce payload size, and improve performance in complex integrations.** + Capable of rapidly learning new technologies and processes, and successfully applying them to projects and operations. + Solid project discipline with experience in managing deliverables, timelines, and cross-functional collaboration. + Effective team player with the ability to work efficiently under pressure and within tight deadlines. + Excellent communication and stakeholder management skills. **Certifications (Preferred):** + Salesforce Certified Service Cloud Consultant + Salesforce Administrator / Platform Developer certifications

📌 Salesforce Senior Developer (Noida)
🏢 NTT America
📍 Noida