Senior Associate - Salesforce Service and Experience Cloud

Role Overview: The Salesforce Service & Experience Cloud Consultant will design, implement, and optimize solutions using Salesforce Service Cloud and Experience Cloud to deliver exceptional customer service and engagement. This role involves configuring case management, knowledge base, omni-channel routing, and building branded customer/partner portals. Key Responsibilities – Understand service processes and translate them into Salesforce solutions. Document functional requirements and create solution design. Map requirements with OOB features and identify need for customization Guide clients to make buy vs build decisions. Prepare Solution design, System Architecture and Entity Relationship Diagram Configure Service Cloud features such as Case Management, Knowledge, Omni-Channel, Entitlements, Digital Engagement, Chat Bots and CTI. Implement field Service and Survey’s Implement App Exchange products such as CTI (Nice Incontact / TalkDesk etc), Survey Monkey, OwnBackup Create reports and dashboards as per client requirement. Configure Single Sign on Identify integration requirements and suggest approach Build and customize Experience Cloud sites for customers and partners. Configure Experience Cloud features such as Experience Builder, Customer Service, Partner Central, Self-Service Portals, Chatbots, Knowledge and Chatter Customize Experience Cloud templates for branding and usability. Ensure responsive design and accessibility across devices. Prepare configuration runbooks and guide development team Conduct user training sessions and create documentation Required Skills & Qualifications: 6 plus Years of Experience in Salesforce with Strong understanding of Service and experience Cloud Must have done more than two end to end implementations of Service and Experience Cloud. Hands on experience on OOB features of Service and Experience Cloud Hands on experience on various automation features such as flows. Strong Knowledge of Apex and LWC Knowledge of Single Sign on