APN Consulting, Inc. is a progressive IT staffing and services company offering innovative business solutions to improve client business outcomes. We focus on high impact technology solutions in ServiceNow, Fullstack, Cloud & Data, and AI / ML. Due to our globally expanding service offerings we are seeking top-talent to join our teams and grow with us.

Job Title: Salesforce Contact Centre Specialist

Experience: 4–5 years

Role Type: Salesforce/Contact Centre

Remote

Job Summary

We are looking for an experienced Salesforce Contact Centre Specialist with 4–5 years of hands-on experience in Salesforce Contact Centre solutions. The ideal candidate will have strong knowledge of Salesforce Service Cloud, contact centre integrations, and customer service processes.

Key Responsibilities
- Design, configure, and support Salesforce solutions for contact centre operations.
- Work with Salesforce Service Cloud and related customer service functionality.
- Configure case management, Omni-Channel, queues, routing, and service workflows.




- Integrate Salesforce with telephony/CTI and other contact centre platforms.
- Gather business requirements and translate them into scalable Salesforce solutions.
- Develop and maintain Salesforce Flows, validation rules, approval processes, and automation.
- Troubleshoot production issues and provide timely technical support.
- Collaborate with business stakeholders, developers, administrators, and integration teams.
- Participate in solution design, testing, deployment, and post-production support.
- Prepare technical documentation and ensure adherence to Salesforce best practices.
- Monitor system performance and identify opportunities for process and service improvements.

Required Skills
- 4–5 years of experience working with Salesforce.
- Strong hands-on experience with Salesforce Service Cloud.
- Positive understanding of Salesforce Contact Centre / Customer Service solutions.
- Experience with Omni-Channel, Case Management, CTI, and call

📌 Salesforce Contact Centre Specialist (Pune)
🏢 APN Consulting
📍 Pune