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.
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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.
