Salesforce Service Cloud Functional Lead

New York City, NY - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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:

7 years of overall Salesforce experience with at least 4 years in Service Cloud implementations.
Proven expertise in functional leadership for large complex Salesforce programs.
Experience with Omni-Channel routing Knowledge Management CTI/Telephony Service Console and SLA/Entitlements.
Excellent skills in business analysis requirement gathering process re-engineering and solution documentation.
Strong understanding of customer service processes contact center operations and case management workflows.
Exposure to Field Service Lightning (FSL) Einstein for Service or Digital Channels.
Knowledge of Salesforce integrations with third-party applications and systems.
Familiarity with Agile/Scrum methodologies.
Salesforce Service Cloud Consultant Certification Administrator or Advanced Administrator Certification (preferred).
Design and configure case management knowledge base omni-channel service console CTI integration and chatbots within Service Cloud.
Define and implement workflow automations process builders flows and approval processes to streamline service operations.
Provide guidance on best practices for service operations case routing SLAs entitlements escalation management and customer experience improvements.
Act as a functional leader by mentoring junior consultants and coordinating with technical teams for integrations customizations and enhancements.
Drive UAT training and change management for successful adoption of Salesforce Service Cloud solutions.
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.

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 : N...