We are currently looking for an experienced Salesforce SME. If you have strong hands-on experience in Salesforce, this role could be a great fit.
Skills & Qualifications
● 8–12 years of hands-on experience in Salesforce, with strong exposure to Financial Services
Cloud and Data Cloud.
● Salesforce certifications such as Financial Services Cloud Consultant, Service Cloud Consultant, or
Application Architect.
● Proven ability to translate financial business processes into technical solutions.
● Experience with contact center technologies, including CTI integration, case routing, and service
analytics.
● Strong understanding of financial products, customer lifecycle management, and regulatory
compliance.
● Proficiency in Apex, Flow, Lightning Components, and data modeling.
● Excellent communication, stakeholder engagement, and problem-solving skills.
● Knowledge of Generative Cloud is an added advantage.
Key Responsibilities
● Act as the strategic liaison between business units and technical teams to align Salesforce
capabilities with programs/projects and business goals.
● Support implementation and optimization of Salesforce FSC and Service Cloud for contact center
operations.
● Design scalable solutions for customer onboarding, relationship management, and service
automation.
● Integrate Salesforce with core systems, data platforms, third-party apps, and telephony
platforms (e.g., CTI, IVR).
● Develop and manage customer journeys, case workflows, and omni-channel service strategies.
● Ensure compliance with financial regulations and data privacy standards.
● Conduct stakeholder workshops, training sessions, and platform demos to drive adoption.
● Stay current with Salesforce releases, especially FSC, Service Cloud, and AI-driven service
enhancements.