Service Cloud Minimum 5+ years of work experience in Salesforce.com ProjectsKey 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: Robust 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 deplo

📌 Service cloud Dev (Noida)
🏢 NTT DATA Services
📍 Noida