Senior Technical Specialist

Job Summary

Role Overview

We are looking for a Senior Service Cloud Functional Consultant who can independently lead discovery, requirement-gathering, process-mapping, and solution-design workshops for Salesforce Service Cloud engagements. The consultant should be able to work directly with business stakeholders, customer service leaders, operations teams, product owners, architects, and delivery teams to define scalable Service Cloud capabilities aligned to business outcomes.

The role requires strong Salesforce Service Cloud functional expertise, excellent consulting and communication skills, and the ability to translate ambiguous business needs into clear user stories, process flows, functional designs, backlog items, and delivery-ready requirements.

Key Responsibilities

Key Responsibilities

• Independently plan, schedule, and facilitate discovery and requirements workshops with business and IT stakeholders.
• Understand current-state service processes, pain points, customer support models, contact center operations, case lifecycle, agent experience, escalation paths, SLAs, and reporting needs.
• Define future-state Service Cloud processes covering case management, service console, queues, assignment rules, escalation rules, entitlement management, knowledge management, omnichannel routing, email-to-case, web-to-case, digital channels, and agent productivity features.
• Convert business requirements into user stories, acceptance criteria, process flows, functional specifications, and configuration-ready design inputs.
• Conduct fit-gap analysis against Salesforce standard Service Cloud capabilities and recommend configuration-first, scalable approaches.
• Work closely with Solution Architects and Technical Architects to validate solution feasibility, integration needs, security model, data model, automation design, and deployment approach.
• Support Service Cloud solution design across case management, knowledge, CTI/contact center integration, digital engagement, service analytics, self-service, and experience-led service channels.
• Define and document personas, role-based journeys, agent workflows, customer service KPIs, and operational dashboards.
• Support backlog prioritization, sprint planning, story refinement, demos, UAT preparation, and business sign-offs.
• Create and maintain key functional deliverables such as business process documents, user stories, functional design documents, configuration workbooks, traceability matrix, UAT scenarios, and training inputs.
• Partner with development and QA teams to ensure requirements are understood, testable, and delivered as expected.
• Support change impact assessment, adoption planning, user training, and service transition activities.
• Identify risks, dependencies, assumptions, and open questions early and drive closure with relevant stakeholders.
• Ensure proposed solutions follow Salesforce best practices, are maintainable, scalable, secure, and aligned to business objectives.

Skill Requirements

Required Skills and Experience

• 7+ years of overall Salesforce experience, with strong hands-on functional experience in Salesforce Service Cloud.
• Proven experience independently running customer-facing discovery, requirements, and solution-design workshops.
• Deep understanding of customer service operations, contact center processes, case lifecycle, SLA management, escalation management, and agent productivity.
• Strong knowledge of Service Cloud features such as Cases, Service Console, Knowledge, Entitlements, Milestones, Queues, Assignment Rules, Escalation Rules, Omni-Channel, Email-to-Case, Web-to-Case, Macros, Quick Text, Reports, and Dashboards.
• Good understanding of Salesforce Flow for business automation and ability to define automation requirements in a modern Salesforce landscape.
• Ability to translate business problems into Salesforce functional solutions using standard capabilities wherever possible.
• Experience creating BRDs, FDDs, user stories, acceptance criteria, process flows, solution notes, and configuration design documents.
• Good understanding of Salesforce security concepts including profiles, permission sets, roles, sharing model, field-level security, and record visibility.
• Experience working in Agile delivery models using tools such as Jira, Azure DevOps, or similar backlog-management platforms.
• Ability to work with architects, developers, QA engineers, product owners, and business SMEs across onsite/offshore delivery models.
• Strong analytical, problem-solving, communication, documentation, and stakeholder-management skills.

Good to Have

• Exposure to Digital Engagement, Experience Cloud, Field Service, Service Cloud Voice, CTI integrations, chat/messaging channels, Einstein for Service, Agentforce, or AI-assisted service use cases.
• Experience in service transformation, contact center modernization, or CRM support process optimization.
• Experience working on global Salesforce implementations or managed services engagements.
• Understanding of integration touchpoints with ERP, contact center platforms, IVR, telephony, middleware, data platforms, or customer portals.

Preferred Certifications

• Salesforce Certified Service Cloud Consultant.
• Salesforce Certified Administrator.
• Salesforce Certified Platform App Builder.
• Salesforce Certified AI Associate or relevant Salesforce AI/Agentforce credential, if available.
• Salesforce Experience Cloud Consultant or Field Service Consultant, if relevant to project scope.

Other Requirements