- Total IT Experience 8+ years and minimum 4+ years of Salesforce experience with strong focus on Service Cloud configuration
- Hands-on expertise in:
- Service Channels, Case Management
- PSR, Agent Workspace, Supervisor Configuration
- Presence Configuration, Messaging Sessions
- Robust experience in Omni-Channel (skill-based routing) and Knowledge Management
- Expertise in Salesforce customization: Record Types, Objects, Page Layouts, Picklists, Macros, Email Templates, Reports & Dashboards
- Strong knowledge of Security Model: Profiles, Roles, Permission Sets, Permission Set Groups
- Ability to read/debug Flows, LWC, Apex, Validation Rules, Workflow Rules
- Hands-on experience with SOQL troubleshooting
- Experience in complex Salesforce org environments
- Exposure to integrations and managed packages
- Ability to translate business requirements into Salesforce solutions
- Flexible to work in aggressive timelines and global time zones