Key Responsibilities
• Partner with business teams to analyze complex processes, define functional requirements, document user stories,
and design Salesforce solutions aligned with operational goals.
• Architect scalable Service Cloud and Field Service solutions to improve case resolution, field workforce
productivity, customer support visibility, and service lifecycle management.
• Design and implement Salesforce automation using Flows, Apex, validation rules, approval processes, and custom
logic to reduce manual effort and improve data quality.
• Lead cross-functional discussions with business, support, sales operations, QA, and IT teams to translate
requirements into secure, maintainable, high-performing Salesforce capabilities.
• Manage solution design across integrations, data models, security, reporting, and deployment readiness while
ensuring alignment with enterprise architecture standards.
• Support end-to-end delivery including requirement clarification, technical design, development, unit testing, UAT
support, release coordination, change requests, and post-production support.
• Provide SME guidance on Service Cloud (service console productivity, case routing, entitlement processes,
knowledge management, SLA tracking, support workflows).
• Provide SME guidance on Field Service (work order lifecycle, scheduling, dispatch, service appointments,
technician mobile experience, territories, operational reporting).
Mandatory Skills
• Strong hands-on expertise in Salesforce Service Cloud: case management, omni-channel routing, entitlement
management, milestones, knowledge, email-to-case, web-to-case, service console.
• Strong hands-on expertise in Salesforce Field Service (FSL): work orders, service appointments, scheduling,
dispatching, mobile workforce enablement, asset/service territory models.
• Solution Architecture: scalable solution design, data modeling, security model design, integration patterns,
governance, and technical documentation.
• Salesforce Development: Apex, Lightning Web Components, Flows, triggers, batch Apex, SOQL/SOSL,
validation rules, custom metadata.
• Integration experience: REST/SOAP APIs, middleware-based integrations, external system connectivity, data
synchronization, error handling, API governance.
• Business Systems Analysis: requirement gathering, process mapping, gap analysis, user stories, acceptance
criteria, UAT support, stakeholder alignment.
• Excellent written and verbal communication skills, with experience preparing leadership updates and solution
documentation.
Preferred / Good-to-Have Skills
• Salesforce Administrator, Platform Developer I/II, Service Cloud Consultant, Field Service Consultant, Platform
App Builder, or Application/System Architect certifications.
• DevOps & release tooling: Jira, qTest, Gearset, Data Loader, Workbench, Change Sets, sandbox management,
CI/CD process.
• Prior exposure to Energy & Utilities, Manufacturing, Sales & Revenue Operations, or Customer Support/Services
domains.
• Experience with Agile delivery and regression testing practices.