Salesforce Service Cloud Business Analyst @ Remote Work

[murali Kaizon]

Position: Salesforce Service Cloud Business Analyst

Location: Remote Work

Job Type: Contract Role

USC/GC/EAD

Job Description:

We are looking for a Salesforce Service Cloud Functional Lead to lead the functional design and delivery of enterprise Service Cloud solutions. The role focuses on translating contact center and service operations requirements into scalable Salesforce configurations and driving successful adoption.

 

Key Responsibilities:

Lead functional design for Service Cloud including Case Management, Service Console, Omni-Channel, CTI, Chat, and Messaging

Own contact centre functional workflows, SLAs, routing, escalations, and agent experience

Translate business requirements into Salesforce configurations and best practices

Partner with architects and developers on integrations and solution delivery

Support Service Cloud migrations and contact centre modernization initiatives

Guide reporting and analytics using Salesforce Reports and Dashboards

Lead UAT, training, and stakeholder workshops as a trusted advisor

 

Required Skills & Experience:

10+ years Salesforce experience with strong Service Cloud focus

Proven experience as a Service Cloud Functional Lead / Senior Consultant

Hands-on experience with contact centre and omni-channel service solutions

Strong understanding of Salesforce Service & Sales Cloud

Excellent communication and client-facing skills

Agile delivery experience

 

Nice to Have:

Contact centre transformation exposure

Salesforce Service Cloud Consultant certification

CRM Analytics / Tableau experience