Key Responsibilities
- Design end-to-end Salesforce Service Cloud solutions aligned with business and enterprise architecture standards. - Define scalable and secure architecture for case management, omni-channel support, service console, and knowledge management. - Collaborate with business teams to understand service operations and translate requirements into technical solutions. - Work closely with developers, admins, and integration teams to ensure successful implementation. - Lead design and implementation of Salesforce Service Cloud capabilities including case routing, workflows, automation, and SLA management. - Guide best practices for Lightning components, Service Console, and customer support processes. - Design integration solutions between Salesforce and enterprise systems using APIs and middleware. - Ensure data consistency, security, and performance across systems. - Define coding standards, architecture principles, and deployment practices. - Ensure adherence to Salesforce best practices for scalability, maintainability, and performance. - Provide architectural guidance and review solution designs. - Mentor technical teams and support delivery of complex implementations.
Requirements
- Minimum 8 to 12 years of IT experience with a strong Salesforce background. - At least 4+ years of hands-on experience in Salesforce Service Cloud implementations. - Strong expertise in Salesforce Service Cloud features and architecture. - Experience with Lightning Platform, Apex, Flows, and Omni Channel. - Strong understanding of APIs, integration patterns, and middleware tools. - Experience with data modeling and enterprise CRM architecture. - Strong understanding of customer service operations, case management, and contact center processes. - Experience in designing solutions for enterprise-scale CRM environments. - Strong communication and stakeholder management skills. - Ability to translate business needs into technical architecture. - Strong leadership and mentoring capabilities. - Salesforce Architect certification such as Application Architect or System Architect. - Experience in large-scale enterprise Salesforce implementations. - Exposure to multi-cloud Salesforce environments such as Sales Cloud or Experience Cloud.
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Fuku is an AI-powered recruitment platform that automates hiring workflows for enterprises. Its AI agent handles candidate screening and sourcing, aiming to reduce time-to-hire while supporting bias-free evaluation and compliance requirements.
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