Should have very good experience capturing requirements on end-to-end implementation of Service Cloud with features not limited to Case management, Contacts, Case Assignment, Omni-channel routing, Knowledge Management, Productivity improvement tools, Live Chat, Einstein Bots, Social media integrations.
Should have experience on ‘Experience Cloud” to implement Case containment, Case deflections using Knowledge Centre Services.
Expert level understanding of the Salesforce product suite Service Cloud and Community.
Understanding of systems architecture and ability to design scalable performance-driven solutions.
Understanding of key design patterns and large data volume limitations and best practices.
Understanding of data sharing and visibility considerations and how these play into platform architecture.
Familiarity with platform authentication patterns (SAML, SSO, OAuth).• Knowledge of data integration tools and experience integrating Salesforce with different business systems.
Strong understanding of environment management, release management, code versioning best practices, and deployment methodologies.
Experience with platform security capabilities (TLS, SSL).
Expert 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.
Drive solutions that utilize Salesforce OOTB features. Should be able to present options to implement business requirements through OOTB rather than customization.
Active Salesforce certifications or ability to achieve relevant certifications upon hire.
Possess good communication skills.
Should possess strong interpersonal Skills, Collaborate with offshore teams on solutioning.
Should provide functional expertise during Business workshops and coordinate with Business analyst in preparation of workshop contents.
