Job Description

Role Overview

We are looking for a skilled

Salesforce Sales & Service Cloud professional

to design, implement, and optimize CRM solutions that enhance customer experience, streamline sales operations, and improve service management. The ideal candidate should have

hands-on Salesforce configuration and customization experience

, strong business process understanding, and excellent stakeholder engagement skills.

Key Responsibilities

Gather and analyze business requirements for

Sales Cloud

(Leads, Opportunities, Forecasting, Pipeline Management) and

Service Cloud

(Case Management, Knowledge Base, Omni-Channel, CTI integrations). Configure and customize Salesforce objects, workflows, process builders, validation rules, and flows. Implement and support features like

Lead Assignment, Opportunity Management, Sales Forecasting, Campaign Management, Service Console, Entitlements, SLAs, and Knowledge Articles

. Develop Apex classes, triggers, Lightning components (LWC), and Visualforce pages where required. Integrate Salesforce with third-party systems (REST/SOAP APIs, middleware tools). Work closely with Sales, Service, and IT teams to ensure smooth CRM adoption. Conduct end-user training and create documentation for functional processes. Manage data migration, cleansing, and deduplication. Ensure compliance with Salesforce security model (Profiles, Roles, Permission Sets, Sharing Rules). Participate in Agile ceremonies (sprint planning, daily stand-ups, retrospectives) and ensure timely delivery.

Required Skills & Qualifications

Bachelor's degree in Computer Science, Information Technology, or related field.

3+ years of Salesforce CRM experience

, with at least 2+ years in

Sales & Service Cloud

implementations. Strong knowledge of

Salesforce standard objects

(Leads, Accounts, Contacts, Opportunities, Cases, Knowledge, Entitlements). Experience with

Apex, SOQL, Lightning Web Components (LWC), Flows, APIs

. Good understanding of

Omni-Channel, CTI integrations, and Case Management

. Experience in

Salesforce configurations, workflows, validation rules, and automation

. Salesforce Certifications preferred: Salesforce Administrator (ADM 201) Salesforce Sales Cloud Consultant Salesforce Service Cloud Consultant

Good to Have

Knowledge of CPQ, Field Service Lightning, or Marketing Cloud. Experience with Agile/Scrum methodology. Exposure to AppExchange apps.

Soft Skills

Strong communication and stakeholder management. Analytical mindset with problem-solving ability. * Ability to work independently and as part of a cross-functional team.