Company Overview

Incedo is a US-based consulting, data science and technology services firm with over 3000 people helping clients
from our six offices across US, Mexico and India. We help our clients achieve competitive advantage through
end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and
design capabilities coupled with deep domain understanding. We combine services and products to maximize
business impact for our clients in telecom, Banking, Wealth Management, product engineering and life science
& healthcare industries.
Working at Incedo will provide you an prospect to work with industry leading client organizations, deep
technology and domain experts, and global teams. Incedo University, our learning platform, provides ample
learning opportunities starting with a structured onboarding program and carrying throughout various stages of
your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible
career paths allow you to grow into a program manager, a technical architect or a domain expert based on your
skills and interests.
Our Mission is to enable our clients to maximize business impact from technology by

- Harnessing the transformational impact of emerging technologies

- Bridging the gap between business and technology

Role Description

Role Overview

We are looking for a Salesforce Service Cloud Technical Lead who will own end-to-end technical delivery of Service Cloud solutions. The role requires strong hands-on expertise, solution design capability, and the ability to lead teams while working closely with clients, architects, and business stakeholders.

Key Responsibilities

- Lead design, development, and deployment of Salesforce Service Cloud solutions

- Translate business requirements into scalable technical designs

- Own case management, Omni-Channel, CTI, Knowledge, Live Chat, Email-to-Case, and Service Console implementations

- Design and develop using Apex, Lightning Web Components (LWC), Flows, Triggers,



and Integration patterns

- Lead Service Cloud Voice / Amazon Connect / CTI integrations (preferred)

- Ensure adherence to Salesforce best practices, security, performance, and governor limits

- Guide and mentor developers; perform code reviews and enforce quality standards

- Collaborate with architects and business teams during discovery, estimation, and solutioning

- Support UAT, production deployments, and post-go-live stabilization

- Contribute to pre-sales, technical proposals, and solution walkthroughs when required

Technical Skills

Required Technical Skills

- Strong expertise in Salesforce Service Cloud

- Hands-on experience with:

- Apex, Triggers, Batch/Queueable Apex

- Lightning Web Components (LWC)

- Salesforce Flows (Record-Triggered, Screen Flows)

- Experience with:

- Omni-Channel routing

- Case lifecycle automation

- Knowledge Management

- Email-to-Case / Web-to-Case / Live Chat

- Integration experience using REST/SOAP APIs, middleware, or event-based patterns

- Solid understanding of Salesforce security model (Profiles, Permission Sets, FLS, Sharing)

Good to Have

- Experience with Service Cloud Voice, Amazon Connect, or CTI platforms

- Exposure to Data Cloud or AI / Agentforce capabilities

- Experience in Healthcare, Life Sciences, Financial Services, or Telecom domains

- Experience working in Agile / Scrum environments

- Salesforce Certifications:

- Service Cloud Consultant (preferred)

- Platform Developer I / II

Leadership & Soft Skills

- Strong client communication and stakeholder management

- Ability to lead teams and drive delivery ownership

- Proactive problem-solving mindset

- Comfortable working in fast-paced, multi-account environments

Nice-to-have skills

Qualifications

ualifications

• 7-9 years of work experience in relevant field

• B.Tech/B.E/M.Tech or MCA degree from a reputed university. Computer science background is preferred

Company Value

We value diversity at Incedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

📌 Salesforce Technical Lead (Gurugram)
🏢 Important Company of the Sector
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