Salesforce Service Cloud developer

Responsibilities

• Lead the design, configuration, and deployment of Salesforce Service Cloud and Agentforce solutions tailored to business requirements.
• Analyze current customer service processes and recommend improvements leveraging Salesforce capabilities.
• Integrate Salesforce Service Cloud with other enterprise systems (e.g., ERP, telephony, knowledge bases) using APIs and middleware.
• Collaborate with business stakeholders, IT teams, and third-party vendors to gather requirements and deliver end-to-end solutions.
• Develop and maintain technical documentation, process flows, and user guides for implemented solutions.
• Provide technical leadership and best practices for customer service design, case management, and automation within Salesforce.
• Conduct user training sessions and support change management activities to ensure successful adoption.
• Monitor system performance, troubleshoot issues, and implement enhancements as needed.
• Ensure compliance with data security, privacy, and regulatory requirements in all integrations and configurations.

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