Senior Salesforce Service Cloud Consultant

We are looking for a skilled and motivated Salesforce Service Cloud Consultant to join Delta's Salesforce team at the Delta Technology Hub in Bangalore. This is a bridge role sitting between product owners and our technical delivery team, focused on translating operational needs into well-designed, secure, scalable solutions on the Salesforce platform.

You will serve as the connective tissue between Delta's operational teams and our Salesforce developers, administrators, and architects. You bring a strong working technical knowledge of the Salesforce platformhow it's configured, what it can do, and how it's builtbut your core passion is understanding problems deeply, designing pragmatic solutions, and driving work all the way through to completion.

The core responsibilities for the job include the following:

Requirements Gathering:

• Partner with operational teams, product owners, and business stakeholders to understand their needs and pain points.
• Translate high-level ideas and business problems into structured, actionable requirements.
• Participate in discovery and working sessions to surface the right problem before jumping to a solution.
• You ask the uncomfortable questions early so the team isn't answering them mid-sprint.

User Story Authoring and Refinement:

• Write clear, well-structured user stories with defined, end-user testable acceptance criteria written in Gherkin format.
• Lead backlog refinement sessions with the delivery team, clarifying scope, surfacing ambiguities, and ensuring every story is implementation-ready before it enters development.
• Maintain story quality throughout the sprint lifecycle.
• A story leaving your hands should need no interpretation.

Solution Design:

• Design Salesforce solutions that are practical, secure, scalable, and aligned with platform best practices.
• Leverage your knowledge of Service Cloud, Experience Cloud, Omni-Channel, Enhanced Chat, Enhanced Messaging, and the broader Salesforce ecosystem to propose the right approach, knowing when declarative configuration is enough and when programmatic development is required. You don't write the Apex or the LWC, but you know them in depth: what they do, what they cost, and when they're the right call.
• Produce solution design notes, process flows, and feature briefs that give the delivery team a clear picture of what to build before they start.

Platform Knowledge:

• Apply hands-on familiarity with the Salesforce platform to validate technical feasibility, challenge assumptions, and hold informed conversations with developers and architects.
• Understand the security model profiles, permission sets, OLS, FLS, and sharing rules well enough to design solutions that are safe by default.
• Know the governor limit landscape well enough to flag risks before they become incidents.

Delivery Oversight:

• Track story progress through the development lifecycle.
• Work alongside developers, administrators, and QA to ensure the solution being built matches the intended design.
• Review completed work against acceptance criteria and flag deviations early.
• Be the single point of accountability for whether a delivered feature actually solves the original business problem, not just whether it passes the technical checklist.

Process Mapping and Documentation:

• Document current-state and future-state business processes clearly and completely.
• Maintain solution documentation that supports development, QA, and post-go-live operations.
• Produce acceptance criteria, test scenarios, and handoff notes that leave nothing ambiguous for the team executing the work.
• Good documentation is not a formality here; it is how work gets done correctly across a distributed team.

Requirements:

• 4-7 years of experience as a Salesforce Business Analyst, Salesforce Product Owner, Salesforce Consultant, or Salesforce Solution Designer (required).
• Bachelor's degree in engineering, computer science, information science, business/management, mathematics/statistics, economics, or another relevant quantitative field.
• Salesforce Certified Administrator (required).
• Hands-on experience writing user stories (technical) and Gherkin-format acceptance criteria for Salesforce delivery teams, critical.
• Strong working knowledge of Service Cloud, Case Management, Omni-Channel, and/or Experience Cloud.
• Solid understanding of Salesforce declarative tools: Flows, validation rules, formula fields, page layouts, and record types.
• Familiarity with Salesforce's security model: profiles, permission sets, OLS, FLS, and sharing rules from a configuration and solution design perspective.
• Working knowledge of Apex, LWC, and programmatic Salesforce development enough to evaluate feasibility, understand tradeoffs, and have credible technical conversations with developers.
• Experience facilitating requirements discovery and stakeholder workshops.
• Comfortable working in an Agile delivery environment with a defined sprint cadence.

Behavioral Competencies:

• Ability to produce high-quality results and work in a collaborative environment by embracing diverse perspectives and with a solution-based approach.
• Adapt communication clearly and concisely based on team dynamics and express thoughts and ideas effectively.
• Ability to engage effectively with peers and stakeholders to build trust and reliable working relationships.
• Ability to understand business processes, implement innovative solutions, and guide juniors on continuous improvement by constantly updating oneself on current technology and trends.
• Inquisitive to understand customer and business expectations while creating value addition on technical solutions.

Preferred Qualifications:

• Salesforce Certified Service Cloud Consultant.
• Salesforce Certified Business Analyst.
• Salesforce Certified Platform App Builder.
• Experience working on projects involving Experience Cloud, Enhanced Messaging, or Omni-Channel.
• Familiarity with Copado or a similar Salesforce DevOps tool as a consumer of the pipeline, not the engineer maintaining it.
• Exposure to Digital.ai Agility, Jira, or a similar backlog management tool.