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Job Title: Salesforce Sales & Service Cloud Functional Consultant / Expert
Location: Hyderabad
Experience Required: 3-5 years
Technical knowledge: Salesforce Sales Cloud, Salesforce Service Cloud, Lightning Experience, Flows
&Process Automation, Sales & Service Console, Omni-Channel, Case Management, Entitlements &
Milestones, Knowledge (Lightning Knowledge), CTI/Telephony integration, Reports & Dashboards,
Data Loader, Salesforce CPQ (basic), CRM Analytics, Agile/Scrum, JIRA/Confluence.
Role Summary: As a Salesforce Sales &Service Cloud Functional Expert with 3-5 years of hands-on
experience, you will own the functional design and configuration of Salesforce CRM solutions that
streamline the lead-to-cash and case-to-resolution journeys. You will partner with business
stakeholders to gather and translate requirements into scalable, best-practice Salesforce solutions
across Sales and Service Cloud, drive user adoption, and act as the bridge between business teams
and technical developers. This role demands deep functional knowledge of Salesforce declarative
capabilities, CRM process design, and the ability to configure the platform to meet evolving business
needs while ensuring data integrity and governance.
Key Responsibilities
- Gather, analyze, and document business requirements for Sales Cloud and Service Cloud,
translating them into functional specifications and scalable Salesforce solutions.
- Configure Sales Cloud capabilities including leads, opportunities, accounts, contacts, price
books, products, forecasting, and sales processes.
- Configure Service Cloud capabilities including case management, queues, assignment and
escalation rules, entitlements, milestones, Omni-Channel routing, and Lightning Knowledge.
- Design and build declarative automation using Flows, validation rules, approval processes,
and assignment rules to optimize business processes.
- Configure Service and Sales Consoles, macros, quick actions, and productivity tools to
improve agent and sales rep efficiency.
- Create and maintain reports, dashboards, and list views to provide actionable insights to
sales and service leadership.
- Manage users, profiles, permission sets, roles, sharing rules, and the overall security model
in line with the principle of least privilege.
- Lead functional workshops, solution demos, and User Acceptance Testing (UAT) with
business stakeholders.
- Collaborate with developers to define requirements for custom (Apex/LWC) solutions when
declarative options are insufficient.
- Support data migration, deduplication, and data quality initiatives using Data Loader and
related tools.
- Drive user adoption through training, documentation, and change management activities.
- Provide production support, triage functional issues, and coordinate defect resolution.
Requirements
- 3-5 years of hands-on experience as a Salesforce Functional Consultant/Analyst working on
Sales Cloud and Service Cloud.
- Strong understanding of CRM concepts and end-to-end sales and customer service business
processes.
- Proven experience configuring Salesforce declaratively: Flows, validation rules, approval
processes, page layouts, record types, and Lightning App Builder.
- Solid knowledge of the Salesforce security and sharing model (profiles, permission sets,
roles, OWD, sharing rules).
- Experience with case management, Omni-Channel, entitlements, milestones, and Lightning
Knowledge.
- Ability to build reports and dashboards and interpret data for business decision-making.
- Experience gathering requirements, writing functional/user stories, and running UAT in an
Agile/Scrum environment.
- Salesforce Administrator (ADM 201) certification required; Sales Cloud and/or Service Cloud
Consultant certification strongly preferred.
- Bachelors degree in Computer Science, Information Systems, Business, or a related field.
- Excellent communication, stakeholder management, and documentation skills.
Preferred Skills
- Salesforce Sales Cloud Consultant and Service Cloud Consultant certifications.
- Experience with CTI/telephony integrations (e.g., Amazon Connect, Genesys, Five9) and
Digital Engagement channels.
- Exposure to Salesforce CPQ, Experience Cloud, or CRM Analytics.
- Familiarity with integration patterns and middleware (e.g., MuleSoft, REST/SOAP APIs).
- Experience working with AppExchange packages and managed packages.
Information Security & ISO 27001 Compliance
Security is at the heart of everything we do. In this role, you will be strictly required to uphold our
Information Security Management System (ISMS) policies in alignment with ISO/IEC 27001
standards. Responsibilities include safeguarding sensitive asset data, completing mandatory
security awareness training, reporting potential security incidents or vulnerabilities immediately, and
ensuring that daily operations comply with our rigorous data protection protocols.
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