Salesforce Sales & Service Cloud Consultant

Role & responsibilities

Job Summary

We are seeking an experienced Salesforce Sales Cloud & Service Cloud Consultant with 6 to 8 years of experience in Salesforce implementation, configuration, customization, and consulting. The ideal candidate will have strong functional and technical knowledge of Sales Cloud and Service Cloud, with the ability to understand business requirements, design Salesforce solutions, configure workflows and automation, and support end-to-end implementation projects.

The candidate will collaborate with business stakeholders, solution architects, developers, and project managers to deliver scalable Salesforce solutions that improve sales processes, customer service operations, and overall business efficiency.

Key Responsibilities

• Gather and analyze business requirements from sales, customer service, and operations teams.
• Conduct requirement-gathering workshops and translate business needs into Salesforce functional specifications and solution designs.
• Implement, configure, and customize Salesforce Sales Cloud and Service Cloud.
• Configure leads, accounts, contacts, opportunities, campaigns, products, price books, quotes, and sales processes.
• Implement sales pipeline management, lead assignment, opportunity stages, forecasting, and sales automation.
• Configure Service Cloud features, including Cases, Queues, Assignment Rules, Escalation Rules, Email-to-Case, Web-to-Case, and Case Management.
• Configure Omni-Channel, Entitlements, Milestones, Knowledge, and Service Console where required.
• Design and implement Salesforce Flows, validation rules, approval processes, formula fields, record types, and page layouts.
• Work with Salesforce developers and architects to deliver custom functionality, integrations, and complex business solutions.
• Support data migration, data cleansing, data mapping, and data validation activities.
• Prepare functional requirement documents, solution design documents, user stories, and process-flow diagrams.
• Conduct functional testing, user acceptance testing (UAT), defect tracking, and issue resolution.
• Provide user training, prepare training materials, and support change management activities.
• Monitor system performance, troubleshoot production issues, and recommend platform improvements.
• Support deployment planning, release management, and post-implementation activities.
• Work in Agile/Scrum environments and coordinate with cross-functional teams to ensure timely project delivery.

Mandatory Key Skills:

Salesforce Sales Cloud

• Lead, Account, Contact, Opportunity, and Campaign Management.
• Sales Process Configuration and Opportunity Management.
• Lead Assignment Rules, Sales Forecasting, and Pipeline Management.
• Products, Price Books, Quotes, and sales automation.

Salesforce Service Cloud

• Case Management, Case Assignment, Queues, and Escalation Rules.
• Email-to-Case and Web-to-Case.
• Service Console, Omni-Channel, and Knowledge Management.
• Entitlements, Milestones, and Service Level Agreement (SLA) management.

Salesforce Configuration and Automation

• Salesforce Flows and approval processes.
• Validation rules, formula fields, record types, page layouts, and custom objects.
• Reports, dashboards, and data management.
• Profiles, permission sets, sharing rules, and role hierarchy.

Consulting and Business Analysis

• Business requirement gathering and stakeholder management.
• Fit-gap analysis and solution design.
• Functional specifications, user stories, and process mapping.
• UAT coordination, user training, and documentation.

Good-to-Have Skills

• Basic understanding of Apex, Lightning Web Components (LWC), and SOQL.
• Experience with REST/SOAP APIs and third-party application integrations.
• Knowledge of Data Loader, Salesforce Inspector, and data migration tools.
• Experience with Salesforce release management and deployment tools.
• Familiarity with Agile/Scrum, Jira, and Confluence.
• Salesforce Sales Cloud Consultant or Service Cloud Consultant certification.

Experience Requirements:

• 68 years of relevant Salesforce consulting, implementation, or administration experience.
• Hands-on experience implementing or enhancing both Sales Cloud and Service Cloud.
• Experience working on end-to-end Salesforce implementation, customization, or support projects.
• Ability to independently manage business requirements and translate them into scalable Salesforce solutions.
• Experience collaborating with developers, architects, QA teams, and business stakeholders.

Desired Candidate Profile

• Strong analytical and problem-solving skills.
• Excellent communication, presentation, and stakeholder management skills.
• Ability to understand business processes and recommend appropriate Salesforce solutions.
• Strong documentation, testing, and troubleshooting capabilities.
• Ability to manage multiple tasks and work effectively in a client-facing consulting environment.