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 Contemporary 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
- Strong analytical, problem-solving, and communication skills
- Experience working in Ag

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