Digital Solution Cnslt. Lead Consultant

Minimum 8+ years of work experience in Projects
Key Skills & Responsibilities:
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• Highly experienced in Administration and application development using , with deep expertise in Service Cloud implementations for enterprise clients.
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• Proven track record in successfully delivering end-to-end Salesforce projects with focus on customer service excellence and agent productivity.
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Core Expertise (Service Cloud Focus):
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• Service Cloud Features: Hands-on experience with Service Console, Omni-Channel routing, AWS Chat integration, CTI (Computer Telephony Integration), Case Management, Email-to-Case, Knowledge Management, and AI-driven bot implementations (Einstein Bots / Agentforce-powered conversational bots) for enhanced customer support.
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• Agentforce: Strong knowledge and implementation experience of Agentforce to improve service agent productivity, drive automation, and streamline service operations.
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• Skilled in building customer-centric solutions leveraging Service Cloud best practices including SLA tracking, entitlement processes, escalation rules, and service contracts.
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• Knowledge of analytics, reports, and dashboards for Service Cloud to monitor KPIs like case resolution time, agent performance, and customer satisfaction.
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Development & Integration Skills:
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• Experienced in developing and maintaining Apex Classes, Triggers, Visualforce Pages, Lightning Web Components (LWC), and Flows to deliver custom solutions.
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• Proficient in implementing system integrations with external platforms using REST/SOAP APIs, AWS, CTI connectors, middleware tools, and Platform Events for real-time communication and data exchange.
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• Expertise in customizing Salesforce with objects, workflows, process builder, roles, profiles, sharing rules, validation rules, and page layouts.
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• Strong understanding of Salesforce Governor Limits and experience in optimizing code to meet performance and scalability requirements.
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Deployment & Data Management:
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• Responsible for deployment lifecycle management using Copado and Change Sets.
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• Experienced in data migration and cleansing activities using Apex Data Loader and other ETL tools.
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Agentforce & Conversational AI:
\n Practical experience working with Agentforce to design intelligent agent workflows, automate case handling, and improve agent efficiency through AI-assisted recommendations and summarization.
\n Experience in building, configuring, and deploying bots to handle common service requests, including:
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• Designing conversational flows and dialog management
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• Integrating bots with backend systems via APIs
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• Enabling seamless handoff between bots and live agents via Omni-Channel
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• Leveraging NLP capabilities for intent recognition and customer interaction automation
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• Continuous improvement of bot performance using analytics and feedback loops
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Other Skills:
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• Experience in designing and consuming GraphQL APIs to optimize data retrieval, reduce payload size, and improve performance in complex integrations.
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• Capable of rapidly learning new technologies and processes, and successfully applying them to projects and operations.
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• Strong project discipline with experience in managing deliverables, timelines, and cross-functional collaboration.
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• Effective team player with the ability to work efficiently under pressure and within tight deadlines.
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• Excellent communication and stakeholder management skills.
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Certifications (Preferred):
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• Salesforce Certified Service Cloud Consultant
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• Salesforce Administrator / Platform Developer certifications