Salesforce Service Cloud Experience 6 to 10 years.
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
· 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