Digital Solution Cnslt. Lead Consultant

Job description

Minimum 8+ years of work experience in Salesforce.com Projects **Key Skills Responsibilities:** - Highly experienced in Administration and application development using Salesforce.com, with deep expertise in Service Cloud implementations for enterprise clients. - Proven track record in successfully delivering end-to-end Salesforce projects with focus on customer service excellence and agent productivity. **Core Expertise (Service Cloud Focus):** - Service Cloud Features: Hands-on experience with Service Console, Omni-Channel routing, AWS Chat integration, CTI (Computer Telephony Integration), Case Management, Email-to-Case, Knowledge Management, and AI-driven bot implementations (Einstein Bots / Agentforce-powered conversational bots) for enhanced customer support. - Agentforce: Strong knowledge and implementation experience of Agentforce to improve service agent productivity, drive automation, and streamline service operations. - Skilled in building customer-centric solutions leveraging Service Cloud best practices including SLA tracking, entitlement processes, escalation rules, and service contracts. - Knowledge of analytics, reports, and dashboards for Service Cloud to monitor KPIs like case resolution time, agent performance, and customer satisfaction. **Development Integration Skills:** - Experienced in developing and maintaining Apex Classes, Triggers, Visualforce Pages, Lightning Web Components (LWC), and Flows to deliver custom solutions. - Proficient in implementing system integrations with external platforms using REST/SOAP APIs, AWS, CTI connectors, middleware tools, and Platform Events for real-time communication and data exchange. - Expertise in customizing Salesforce with objects, workflows, process builder, roles, profiles, sharing rules, validation rules, and page layouts. - Strong understanding of Salesforce Governor Limits and experience in optimizing code to meet performance and scalability requirements. **Deployment Data Management:** - Responsible for deployment lifecycle management using Copado and Change Sets. - Experienced in data migration and cleansing activities using Apex Data Loader and other ETL tools. **Agentforce Conversational AI:** Practical experience working with Agentforce to design intelligent agent workflows, automate case handling, and improve agent efficiency through AI-assisted recommendations and summarization. Experience in building, configuring, and deploying bots to handle common service requests, including: - Designing conversational flows and dialog management - Integrating bots with backend systems via APIs - Enabling seamless handoff between bots and live agents via Omni-Channel - Leveraging NLP capabilities for intent recognition and customer interaction automation - Continuous improvement of bot performance using analytics and feedback loops **Other Skills:** - Experience in designing and consuming GraphQL APIs to optimize data retrieval, reduce payload size, and improve performance in complex integrations. - Capable of rapidly learning new technologies and processes, and successfully applying them to projects and operations. - Strong project discipline with experience in managing deliverables, timelines, and cross-functional collaboration. - Effective team player with the ability to work efficiently under pressure and within tight deadlines. - Excellent communication and stakeholder management skills. **Certifications (Preferred):** - Salesforce Certified Service Cloud Consultant - Salesforce Administrator / Platform Developer certifications