Role Overview

Salesforce Solution Lead responsible for delivering Service Cloud solutions, translating business requirements into technical designs, and supporting architecture while managing development teams and ensuring successful end-to-end delivery.

Key Responsibilities

• Design and implement Service Cloud solutions aligned to business needs

• Translate business requirements into technical designs (HLD/LLD)

• Implement Omni-Channel, Queue-Based Routing, and Skill-Based Routing

• Design and configure Einstein Bots and Einstein Case Classification

• Support technical architecture decisions

• Manage development team and ensure proper technical handover

• Drive end-to-end delivery (Design, Build, SIT, UAT, Go-Live)

• Participate and lead daily stand-ups and sprint meetings

• Report progress, risks, and issues to delivery leadership

Mandatory Required Skills (Must-Have)

• Salesforce Service Cloud expertise

• Omni-Channel Routing (Mandatory)

• Queue-Based Routing (Mandatory)

• Skill-Based Routing (Mandatory)

Einstein Bots and Einstein Case Classification (Mandatory)

Technical Skills

• Apex, LWC, Flows

• REST/SOAP integrations

• Data modeling and security

Certifications

• Salesforce Administrator (Mandatory)

• Salesforce Service Cloud Consultant

• Platform Developer I

Experience

• 6+ years overall IT experience

• 3+ years in Salesforce

• Experience in Service Cloud project delivery lifecycle