3+ Years of experience Bengaluru

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
Solid 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
Robust 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
Robust analytical, problem-solving, and communication skills
Experience working in Agile / Scrum delivery environments

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📌 Software Engineer Service Cloud Karnataka (India)
🏢 Retail Insights
📍 India