dotSolved - Salesforce Service Cloud Developer/Administrator

Job Description

About The Role We are seeking an experienced Salesforce Service Cloud professional to implement, configure, and support Service Cloud functionalities that enhance customer service operations. The ideal candidate will translate business requirements into scalable solutions within Salesforce and ensure seamless system performance. Key Responsibilities Participate in requirement-gathering and discovery sessions to understand business service processes and convert them into Salesforce solutions. Configure and customize Service Cloud components including Case Management, Email-to-Case, Web-to-Case, Knowledge Articles, Macros, and Quick Text. Set up and optimize Omni-Channel routing, Service Console, and Entitlement Management. Develop custom functionalities using Apex, Triggers, Lightning Web Components (LWC), and Flow Builder. Manage and support integrations between Salesforce and third-party systems such as CTI, Chat, and external support tools. Troubleshoot issues, perform root-cause analysis, and optimize system performance. Work collaboratively with cross-functional teams (Sales, Marketing, IT) to ensure alignment with overall service operations. Maintain documentation, best practices, and deployment artifacts. Required Skills & Qualifications Strong hands-on experience in Salesforce Service Cloud configuration and customization. Experience with Omni-Channel, Case Escalation, Entitlements, SLAs, and Service Console setup. Good understanding of Salesforce Reports & Dashboards, Data Loader, Change Sets, and deployment processes. Familiarity with key customer support metrics, service KPIs, and reporting. Ability to troubleshoot technical and functional issues effectively. Salesforce certifications (e.g., Service Cloud Consultant, Platform Developer I) are an added advantage. (ref:hirist.tech)