Salesforce Service Cloud Practice Lead

Salesforce Service Cloud Experience – 14+ years of experience

Responsibilities:

- Create technical design from Functional design/Requirements.
· Perform Code Review and Code Optimization on APEX

· Perform Impact analysis

· Must perform configuration and customization

· Analyse and implement industry best practices

-Must be a delivery head

- Must have an experience on leading a team

- Client interaction and relationship

· Understanding of Customer Service systems, processes and self-service applications like IVR.

· Participates in technology testing, evaluation and selection of contact center products, equipment, vendors, and services.

· Work towards modernisation of the Contact Center and be abreast with the latest technology stack in the space.

· Communicate with senior leadership regularly project status, potential delays, and any timeline changes

· Engage with stakeholders to evaluate requests, confirm scope, and prioritize tasks

Skills Required:

· Must have Service Cloud certification

· Must have SFDC Configuration including but not limited to Workflows, Validations, Approval Process etc Security Model, Data Model

· Must have Salesforce Service Cloud Technical/Functional Skills

· Must have sound implementation knowledge of Service Consoles, Live Agent Knowledge, workflow rules, validation rule, approval process, reports and dashboards

· Must have Hands on Customization APEX, Visual Force, Triggers, Batch, Schedule Apex, VF Components, Test Class

· Analytical bend of mind. Capability to identify unique customer behaviour from large amount of data

· Must have worked hands on in setting up, configuring and customizing, maintaining and triaging issues related to any of the contact center systems like IVR, Agent Dashboard, Chatbots etc.

· Exceptional verbal and written communication skills; effective listening skills; expertise in setting and managing IT teams and customer expectations