Salesforce Service Cloud Functional Lead
Salesforce Service Cloud Functional Lead
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1 Vacancy
Job Description
Who we are
Artmac Soft is a technology consulting and service-oriented IT company dedicated to providing innovative technology solutions and services to customers.
Job Description:
Job Title : Salesforce Service Cloud Functional Lead
Job Type : W2/C2C
Experience : 7 15 years
Location : New York City New York
Responsibilities:
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7 years of overall Salesforce experience with at least 4 years in Service Cloud implementations.
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Proven expertise in functional leadership for large complex Salesforce programs.
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Experience with Omni-Channel routing Knowledge Management CTI/Telephony Service Console and SLA/Entitlements.
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Excellent skills in business analysis requirement gathering process re-engineering and solution documentation.
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Strong understanding of customer service processes contact center operations and case management workflows.
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Exposure to Field Service Lightning (FSL) Einstein for Service or Digital Channels.
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Knowledge of Salesforce integrations with third-party applications and systems.
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Familiarity with Agile/Scrum methodologies.
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Salesforce Service Cloud Consultant Certification Administrator or Advanced Administrator Certification (preferred).
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Design and configure case management knowledge base omni-channel service console CTI integration and chatbots within Service Cloud.
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Define and implement workflow automations process builders flows and approval processes to streamline service operations.
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Provide guidance on best practices for service operations case routing SLAs entitlements escalation management and customer experience improvements.
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Act as a functional leader by mentoring junior consultants and coordinating with technical teams for integrations customizations and enhancements.
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Drive UAT training and change management for successful adoption of Salesforce Service Cloud solutions.
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Stay updated on Salesforce releases new Service Cloud features and industry best practices to drive innovation.
Qualification:
- Bachelors degree or equivalent combination of education and experience.
Employment Type
Full-time
