Artmac
Who We Are
Artmac Soft
is a technology consulting and service-oriented IT company dedicated to providing innovative technology solutions and services to customers.
Job Description Job Title : Salesforce Service Cloud Functional Lead
Job Type : W2/C2C
Experience : 7 — 15 years
Location : New York City, New York
Responsibilities
7+ years of overall Salesforce experience, with at least 4+ years in Service Cloud implementations.
Proven expertise in functional leadership for large, complex Salesforce programs.
Experience with Omni-Channel routing, Knowledge Management, CTI/Telephony, Service Console, and SLA/Entitlements.
Excellent skills in business analysis, requirement gathering, process re-engineering, and solution documentation.
Strong understanding of customer service processes, contact center operations, and case management workflows.
Exposure to Field Service Lightning (FSL), Einstein for Service, or Digital Channels.
Knowledge of Salesforce integrations with third-party applications and systems.
Familiarity with Agile/Scrum methodologies.
Salesforce Service Cloud Consultant Certification, Administrator, or Advanced Administrator Certification (preferred).
Design and configure case management, knowledge base, omni-channel, service console, CTI integration, and chatbots within Service Cloud.
Define and implement workflow automations, process builders, flows, and approval processes to streamline service operations.
Provide guidance on best practices for service operations, case routing, SLAs, entitlements, escalation management, and customer experience improvements.
Act as a functional leader by mentoring junior consultants and coordinating with technical teams for integrations, customizations, and enhancements.
Drive UAT, training, and change management for successful adoption of Salesforce Service Cloud solutions.
Stay updated on Salesforce releases, new Service Cloud features, and industry best practices to drive innovation.
Qualification
Bachelor’s degree or equivalent combination of education and experience.
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is a technology consulting and service-oriented IT company dedicated to providing innovative technology solutions and services to customers.
Job Description Job Title : Salesforce Service Cloud Functional Lead
Job Type : W2/C2C
Experience : 7 — 15 years
Location : New York City, New York
Responsibilities
7+ years of overall Salesforce experience, with at least 4+ years in Service Cloud implementations.
Proven expertise in functional leadership for large, complex Salesforce programs.
Experience with Omni-Channel routing, Knowledge Management, CTI/Telephony, Service Console, and SLA/Entitlements.
Excellent skills in business analysis, requirement gathering, process re-engineering, and solution documentation.
Strong understanding of customer service processes, contact center operations, and case management workflows.
Exposure to Field Service Lightning (FSL), Einstein for Service, or Digital Channels.
Knowledge of Salesforce integrations with third-party applications and systems.
Familiarity with Agile/Scrum methodologies.
Salesforce Service Cloud Consultant Certification, Administrator, or Advanced Administrator Certification (preferred).
Design and configure case management, knowledge base, omni-channel, service console, CTI integration, and chatbots within Service Cloud.
Define and implement workflow automations, process builders, flows, and approval processes to streamline service operations.
Provide guidance on best practices for service operations, case routing, SLAs, entitlements, escalation management, and customer experience improvements.
Act as a functional leader by mentoring junior consultants and coordinating with technical teams for integrations, customizations, and enhancements.
Drive UAT, training, and change management for successful adoption of Salesforce Service Cloud solutions.
Stay updated on Salesforce releases, new Service Cloud features, and industry best practices to drive innovation.
Qualification
Bachelor’s degree or equivalent combination of education and experience.
#J-18808-Ljbffr