Role Summary

We are looking for an experienced Salesforce Technical Resource with 5–6 years of hands-on experience in Salesforce development, administration, Sales Cloud,

Service Cloud, and Salesforce Consumer Goods Cloud / CG Cloud offline mobile app.

The candidate should be capable of performing a dual role involving hands-on

Salesforce development/admin activities as well as Business Analyst responsibilities. The role requires close day-to-day coordination with business users, internal IT teams, Salesforce support partners, and integration/MuleSoft teams to ensure timely delivery of CRs, bug fixes, enhancements, and production issue resolutions.

The candidate must have strong communication skills, ownership mindset, good business understanding, and the ability to work in a fast-paced support and enhancement environment.

Key Responsibilities

1. Salesforce Development &Administration;

- Perform hands-on Salesforce development, configuration, and administration activities.
- Work on Salesforce Sales Cloud, Service Cloud, and Consumer Goods Cloud requirements.
- Develop and maintain custom objects, fields, page layouts, record types, flows, validation rules, approval processes, reports, dashboards, profiles,permission sets, and sharing rules.
- Work on Apex, triggers, Lightning Web Components, Visualforce, SOQL/SOSL, and Salesforce automation as required.
- Support production enhancements, CRs, bug fixes, configuration changes, and technical troubleshooting.
- Ensure Salesforce solutions are scalable, secure, and aligned with business process requirements.

1. Salesforce CG Cloud Offline App Support

- Must have hands-on experience or strong working exposure to Salesforce Consumer Goods Cloud offline mobile app.
- Support field sales processes such as outlet/customer management, visit planning, order capture, scheme/promotion execution, and offline data sync.
- Troubleshoot offline app-related issues including sync failures, performanceconcerns, visibility/access issues, and mobile usability challenges.
- Coordinate with business users and Salesforce partners for issue analysis,testing, resolution, and deployment.
- Support business teams in adoption, training,



and effective usage of the CGCloud offline app.

1. Business Analyst Responsibilities

- Work closely with business users on a day-to-day basis to understand requirements, operational issues, and process gaps.
- Act as a bridge between business teams, IT, Salesforce partners, and support vendors.
- Prepare requirement documents, functional specifications, process flows, test scenarios, UAT plans, and user communication notes.
- Convert business requirements into explicit technical requirements for development and support teams.
- Conduct requirement discussions, solution walkthroughs, UAT coordination, and post-go-live support.
- Ensure proper documentation of business requirements, changes, defects, resolutions, and knowledge documents.

1. Integration & MuleSoft Coordination

- Must have experience working on Salesforce integrations with other enterprise systems.
- Should understand API-based integrations, REST/SOAP services, middleware concepts, data flow, error handling, and interface monitoring.
- Must have working experience or strong coordination experience with MuleSoft.
- Coordinate with MuleSoft/integration teams for interface issues, data mismatch, failed transactions, RCA, and permanent fixes.
- Support integrations related to ERP, customer master, order processing,service data, attendance/HRMS, or other business-critical systems.
- Ensure integration issues are tracked, prioritized, escalated, and resolved within agreed timelines.

1. Support Partner, CR & Issue Management

- Coordinate with Salesforce support/AMC partners for CRs, bugs, defects,enhancements, and production issues.
- Perform initial analysis, impact assessment, priority classification, testing, and validation before assigning issues to partners.
- Track CRs and issues from logging to closure with clear status updates.




- Follow up with vendors/partners to ensure timely delivery of fixes, RCA, and permanent resolutions.
- Manage priority-based escalation for business-critical issues.
- Ensure fixes are tested properly before deployment to production.

1. Agentforce / AI Capability

- Should have basic knowledge and understanding of Salesforce Agentforce and its role in AI-driven business automation.
- Should understand how Agentforce can support use cases such as field sales productivity, next-best action, lead assistance, service automation, customer support, and process automation.
- Ability to coordinate with Salesforce partners and business teams to evaluate
- Agentforce-related opportunities and use cases.
- Should be aware of Salesforce AI capabilities, data readiness, security considerations, governance needs, and integration dependencies for
- Agentforce adoption.
- Hands-on Agentforce implementation experience will be an added advantage.

Required Skills & Experience
- 5–6 years of hands-on Salesforce experience.
- Strong experience in Salesforce Sales Cloud and Service Cloud.
- Hands-on experience or strong working exposure to Salesforce Consumer
- Goods Cloud / CG Cloud offline app.
- Strong Salesforce administration and configuration skills.
- Good development experience in Apex, triggers, LWC, Visualforce,
- SOQL/SOSL, flows, validation rules, approval processes, and automation.
- Experience in Salesforce integrations using APIs and middleware.
- Working knowledge of MuleSoft integration is required.
- Ability to perform Business Analyst responsibilities along with technical delivery.
- Good understanding of sales, service, field sales, order management, customer management, and CRM processes.
- Strong troubleshooting and production support skills.
- Good documentation, coordination, communication, and stakeholder management skills.
- Ability to manage business users, IT teams, vendors, and support partners independently.
- Knowledge of Salesforce Agentforce / Salesforce AI capabilities will be preferred.

Certification Requirement
- Salesforce certification is required

📌 Salesforce Technical Consultant (Mumbai)
🏢 Panasonic Life Solutions India Private
📍 Mumbai