YOUR ROLE
Design and configure Service Cloud capabilities (Case Management, Omni-Channel Routing, Queues, Knowledge, Sharing & Visibility)
Translate business requirements from working sessions and epics into technical solution designs and user stories
Independently implement configurations and customizations (Apex, LWC, Flows) in the Service Cloud setting
Contribute to integrations related to Service Cloud (CTI/telephony, case interfaces, reporting integration with DAA/Azure)
Support the design and maintenance of access-control models (Profiles, Permission Sets, Public Groups, role hierarchy) for different business personas
Conduct unit and system testing, and support sprint and business testing
Work closely with the onshore team to resolve open questions and gaps and agree on design decisions
Document solution designs and implementation details in Confluence/Jira
YOUR PROFILE
6+ years of senior-level experience as a Salesforce Consultant/Developer, with a focus on Service Cloud
In-depth knowledge of Case Management, Omni-Channel, and the Salesforce sharing and security model
Hands-on experience with Apex, LWC, Flows, and Salesforce integrations (APIs, middleware/integration layer)
Experience with CTI integrations (e.g. Open CTI, Salesforce Voice) is an advantage
Salesforce certifications (e.g. Service Cloud Consultant, Platform Developer I/II) are desirable