Azure Integration Engineer
June 15, 2026GCP Data Engineer
June 23, 2026
Experience: 7+Year
Budget: 1L-1.5L
JD:
Role Overview
The Salesforce Lead – Service Cloud is a pivotal leadership position responsible for the end-to-end delivery of comprehensive Service Cloud solutions. This role encompasses the oversight of case management, omni-channel service, knowledge management, entitlements, and field service operations. The successful candidate will blend profound functional expertise with hands-on configuration skills and technical acumen to lead teams in building scalable customer service frameworks that drive measurable customer experience (CX) outcomes.
Key Responsibility Areas
The following table outlines the primary domains of responsibility for the Salesforce Lead – Service Cloud:
| Domain | Key Focus Areas |
| Solutioning & Design | Process mapping, scalable architecture, routing strategies, and knowledge management design. |
| Configuration | Case management setup, Omni-Channel implementation, Experience Cloud portals, and Flow automation. |
| Technical Leadership | Developer partnership, technical design reviews, sprint leadership, and performance tuning. |
| Data & Analytics | Data migration, KPI dashboard creation, telemetry instrumentation, and archival strategies. |
| Stakeholder Management | User Acceptance Testing (UAT), training, change management, and operational collaboration. |
Detailed Responsibilities
Solutioning, Design, and Configuration
The Lead will facilitate workshops with stakeholders across Customer Service, Contact Centers, and Field Operations to map intricate processes from intake to resolution. They are responsible for translating complex business requirements into scalable designs, including data models, record types, and escalation logic. On the configuration front, the Lead will manage the setup of Case Management, Entitlements, and the Service Console, while leveraging productivity tools like Macros and Quick Text. Furthermore, they will implement advanced Omni-Channel routing and build customer or partner portals via Experience Cloud.
Technical Leadership and Automation
A significant portion of the role involves partnering with developers to oversee Apex and LWC
