About

The Retail Insights is a 10 year plus Omni Channel Technology Solutions focused on Digital connected intelligence System. We are Strategic Partners, Consulting, Technology Execution & know how to align, Co-build Modern Omni Channel Commerce, Personalized Digital experiences, Richer In- Store Experiences (AI, AR/VR) and the demands of mobile, socially connected consumers with the latest technologies. We are predominantly in the Retail space.

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

Educ

📌 Software Engineer-Service Cloud (Bengaluru)
🏢 Retail Insights
📍 Bengaluru