Job Description

Key Responsibilities

• Serve as the functional design authority for Salesforce Service Cloud, owning end‑to‑end solution design across customer service, contact center, and support operations.
• Partner closely with business leaders, Product Owners, and delivery teams to translate business strategy and service objectives into scalable, best‑practice Service Cloud solutions
• Lead functional architecture and solution design for Service Cloud capabilities including Case Management, Omni‑Channel routing, Knowledge, Digital Engagement, Service Console, and integrations with upstream and downstream systems.
• Define and maintain future‑state service processes, data models, and functional architecture aligned to Salesforce platform standards and enterprise CRM strategy.
• Own the creation and validation of high‑level functional designs, solution blueprints, and cross‑cloud interaction patterns (e.g., Service Cloud with Sales, Marketing, or external platforms).
• Provide architectural guidance to Business Analysts, Administrators, and Developers, ensuring requirements and configurations align with the approved functional design.
• Evaluate solution options, trade‑offs, and impacts, ensuring consistency, reusability, and long‑term platform sustainability.
• Establish and enforce Service Cloud design standards, patterns, and governance, including configuration best practices and functional guardrails.
• Support Agile delivery by guiding backlog prioritization, refining epics and features, and ensuring sprint work aligns with the target architecture.
• Lead functional reviews, design walkthroughs, and solution sign‑offs prior to build and deployment.
• Collaborate with testing and release teams to validate that delivered solutions meet architectural intent and business outcomes.
• Act as a trusted advisor to stakeholders on Salesforce Service Cloud capabilities, limitations, and roadmap opportunities to improve customer experience and operational efficiency

Required Experience & Skills

Salesforce & CRM Expertise

• Extensive experience designing and delivering Salesforce Service Cloud solutions in complex, enterprise‑scale environments.
• Deep functional expertise in Service Cloud features such as Case Lifecycle Management, Omni‑Channel, Knowledge Base, Digital Engagement, SLAs, queues, and escalation models.
• Strong understanding of customer service and contact center operating models, including agent workflows, performance metrics, and service KPIs.
• Proven ability to define functional architectures, including process models, data relationships, and system interaction patterns.
• Experience working across the full Salesforce delivery lifecycle, from discovery and design through build, testing, and release.
• Demonstrated leadership in guiding and mentoring Business Analysts and functional team members.
• Strong stakeholder management skills, with the ability to influence decisions at both business and technical leadership levels.
• Excellent communication skills, capable of articulating complex architectural concepts to technical and non‑technical audiences.
• Experience operating in Agile / Scrum environments, with a strong understanding of epics, features, user stories, and incremental delivery.
• Familiarity with Salesforce governance, release management, and enterprise CRM operating models.
• Salesforce certifications such as Service Cloud Consultant, Salesforce Administrator, or Business Analyst are strongly preferred

Business Analysis Skills

• Proven ability to elicit requirements using interviews, workshops, and process reviews.
• Strong experience writing user stories, functional requirements, and acceptance criteria.
• Skilled in business process modeling and documentation (e.g., current‑state and future‑state process flows).
• Experience supporting UAT planning and execution in Agile or hybrid delivery models.

Sales & Revenue Domain Knowledge

• Understanding of sales lifecycle processes including pipeline management, forecasting, quoting, and revenue tracking.
• Experience working with Sales Operations or Revenue Operations teams is strongly preferred.
• Ability to translate sales KPIs and metrics into meaningful CRM reporting requirements.

Collaboration & Communication

• Strong stakeholder management skills with the ability to communicate effectively across business and technical audiences.
• Comfortable facilitating discussions, managing competing priorities, and driving consensus.
• Ability to work in cross‑functional, matrixed enterprise environments.

Tools & Methodologies

• Experience working in Agile/Scrum or SAFe delivery environments.
• Familiarity with tools such as Jira, Azure DevOps, Confluence, Lucidchart, or similar BA and delivery tools.
• Salesforce Business Analyst, Salesforce Administrator, or Sales Cloud Consultant certification is a plus.