Job Description

A Salesforce Service Cloud Solution Consultant is responsible for designing, implementing, and optimizing customer service solutions on the Salesforce Service Cloud platform. The role blends requirements management, mapping them to service cloud features to enable build.

This position is typically client-facing and requires strong collaboration with business stakeholders, architects, developers, and delivery teams to ensure Service Cloud solutions align with enterprise service processes and customer experience objectives

• Key Responsibilities

• 1. Business Analysis & Solution Design

• · Analyze current customer service and support processes (case lifecycle, escalations, SLAs, omni-channel).

• · Translate business requirements into Salesforce Service Cloud solution designs.

• · Map requirements to Salesforce out-of-the-box capabilities, identifying gaps and recommending customization only where necessary.

• · Create functional specifications, solution design documents, and process flows.

• 2. Service Cloud Configuration, Implementation

• · Configure Service Cloud features, including: Case Management, Service Console, Knowledge Base, Omni-Channel Routing, Entitlements & SLAs, Digital Engagement (Chat, Messaging, Email-to-Case)

• · Support CTI integrations (e.g., Amazon Connect, Genesys, NICE, Five9).

• · Collaborate with developers – integrations, configuration, customizations

• · Implement Experience Cloud for: Self-service customer portals; Partner service portals

• · Support AI-driven capabilities such as Einstein Bots and Service Cloud Voice where applicable.

• 3. Client & Stakeholder Engagement

• · Participate & lead in workshops, requirement-gathering sessions, and solution walkthroughs.

• · Act as a trusted advisor, guiding clients on best practices, platform scalability etc.

• · Support UAT, go-live readiness, and post-production stabilization.

• 4. Continuous Improvement

• · Stay current with Salesforce seasonal releases and evolving Service Cloud capabilities.

• · Recommend enhancements to improve agent productivity and customer experience.

• · Contribute to internal accelerators, reusable assets, and solution standards.

Required Skills & Qualifications

Core Skills

· Strong hands-on experience with Salesforce Service Cloud

· Expertise in Case Management, Omni-Channel, Knowledge, SLAs, and Digital Engagement

· Solid understanding of customer service operations and contact center workflows

· Experience with Salesforce Flows and declarative automation

· Ability to translate business requirements into scalable Salesforce solutions.

· Excellent stakeholder communication and presentation skills

· Ability to manage multiple workstreams in agile delivery models

· Client-facing consulting experience preferred

· Exposure to REST/SOAP API integrations

· Exposure to CTI & telephony integrations

· Experience Cloud configuration

Experience & Certifications

· 6–10+ years of overall Salesforce experience (varies by level)

· 2+ end-to-end Service Cloud implementations at least

Certifications (Highly Preferred)

· Salesforce Certified Service Cloud Consultant

· Salesforce Platform Administrator

· Experience Cloud Consultant (optional)

· Agentforce / Einstein Certifications (nice to have)

At Zensar, we’re “experience-led everything” We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus

Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.