10+ years of experience leading enterprise-level projects using Agile methodologies
Extensive experience configuring and customizing Salesforce Service Cloud, including Omni-Channel, chat routing, Case Management, and Knowledge Management
Authority-level experience defining system architecture, identifying gaps between current and desired end states, and delivering end-to-end solutions aligned with business outcomes
Hands-on Einstein experience in Salesforce Service Cloud, including AI tooling and integration-focused work
Requirements:
Lead discovery sessions, define business requirements, write user stories, and deliver detailed system and functional designs for Salesforce Service Cloud
Define the system architecture landscape, identify gaps between current and desired end states, and deliver end-to-end solutions enabling business outcomes
Oversee configuration and customization on Salesforce Service Cloud, including Omni-Channel, chat routing, LWC development, Case Management, and Knowledge Management
Drive AI/Einstein initiatives, applying Einstein features within Service Cloud (Agent Studio, GenAI, predictive tooling) and modeling future-state processes with process flows and diagrams
Job description
Job- Salesforce Lead with Service Cloud Chat Location- Remote
Core skills needed - Does the candidate have experience in Salesforce Service Cloud Chat?
Candidate should comfortably be able to talk about OMNI-Channel, Chat routing, chat customizations etc.
Strong LWC experience
Case Management
Knowledge Management
10+ years of experience in enterprise-level projects using agile software development methodologies
Extensive experience with configuration and customization on the Salesforce Service Cloud platform
Authority level experience defining the system architecture landscape, identifying gaps between current and desired end-states, and delivering a comprehensive solution that will enable achievement of the desired business outcomes
Experience leading discovery sessions, defining business requirements, writing user stories and providing detailed system and functional designs
AI and Integration Focus : Must have hands-on experience with Einstein in Salesforce Service Cloud
Experience in detailing business processes and wire-framing system designs using process flow diagram tools, UML, sequence diagrams, etc. as well as making recommendations for future state improved processes and system designs
Good to have –
Key Einstein Tooling Including: Agent Studio (Copilot) Prompt Builder, OOTB AI GenAI & Predictive Features (Case Classification, Predictive tooling, etc), structured and unstructured data, and embedding into systems, Experience Cloud (MIAW, Omni-Channel setup experience).
Some knowledge and experience on MIAW-(Messaging for In-App and Web provides your customers with a personalized messaging experience from your mobile app or website to the Service Console) good to have
