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Nagarro · 19 hours ago

Staff Engineer -- Salesforce Service Cloud Consultant

United States

Full-time

Remote

Senior Level, Lead/Staff

5+ years exp

Nagarro is a Digital Product Engineering company that is scaling rapidly and seeks a CRM consultant with extensive experience in Salesforce Service Cloud. The role involves serving as a subject matter expert, managing projects, facilitating business process reviews, and translating client requirements into effective Salesforce solutions.

Communications InfrastructureConsultingInformation TechnologyISPWireless

H1B Sponsor Likely

Responsibilities

Serve as an SME for Salesforce Service Cloud

Facilitate business process reviews to identify client requirements and processes

Translate client requirements into Salesforce design, leveraging best practices and minimizing the need for custom development

Configure Salesforce Service Cloud and Force.com solutions

Effectively manage all aspects of projects and client communications

Contributing to teams on Service Cloud engagements, spanning the standard project lifecycle from strategy/visioning through implementation/post-implementation support with responsibilities across business and technical workstreams

Driving collaborative Customer Service business process, business requirements and functional design discussions with clients, focusing on business value to make real-time design decisions

Supporting change management and business readiness activities to deploy Service Cloud, Field Service Lighting and/or Communities to end-users

Manage functional project team members

Running workshops, working closely with the client, able to talk about tradeoffs e.g., terms of config vs code

Mapping functional requirements to Salesforce Service Cloud features and functionality

Deep understanding of Salesforce administration required with a strong focus on Service Cloud

Disseminating leading practices on customer service processes and solutions

Mentor other team members in customer service processes and Salesforce.com Service Cloud technology

Deliver end user training and documentation

Understand the ins and outs of Salesforce Service Cloud and create the right solution to solve the client's unique challenge

Good knowledge of Salesforce configuration and customization is a must-have

Contribute new products, workflows, and ideas to influence the industry

Identify risks that threaten project success and recommend workarounds

Get creative designing, prototyping, and building Salesforce systems

Keep Salesforce running smoothly by testing and adjusting as needed, then documenting fixes

Operational or analysis background in sales, marketing, or customer service

Demonstrated ability to document requirements for technical resources, and ability to understand technical solutions leveraging Apex, VisualForce and Web Services

Strong data management skills required, including experience with data consolidation and de-duplication. Advanced knowledge of Excel and Data Loader required; Demandtools knowledge preferred

Configuration of the customize Service console, Entitlements, Processes, and Milestones

Implementation of features like live chat and knowledge management

Knowledge of Experience/Community Cloud

Experience designing integration data mappings preferred

Ability to handle client interactions at the senior level to lead project discussions

Knowledge of Salesforce programming (Apex and Visual force)

Experience in lightning development, able to build components and Apps

Good understanding of REST API, SOAP, and Salesforce integration with other systems (ERPs, Legacy Systems, etc.)

Ensure Best Practices and SFDC Coding Standards are followed

Qualification

Salesforce Service CloudSalesforce configurationSalesforce customizationSalesforce programmingData managementSalesforce integrationJIRAClient interactionMentoring

Required

Minimum of 5 to 8 years of experience working with Salesforce Sales Cloud