Staff Engineer -- Salesforce Service Cloud Consultant

Nagarro is a Digital Product Engineering company that builds products, services, and experiences across all devices and digital mediums. They are seeking a CRM consultant with expertise in Salesforce Service Cloud to facilitate business process reviews, manage projects, and mentor team members.

Responsibilities:

• Serve as an SME for Salesforce Service Cloud
• Facilitate business process reviews to identify client requirements and processes
• Translate client requirements into Salesforce design, leveraging best practices and minimizing the need for custom development
• Configure Salesforce Service Cloud and Force.com solutions
• Effectively manage all aspects of projects and client communications
• Contributing to teams on Service Cloud engagements, spanning the standard project lifecycle from strategy/visioning through implementation/post-implementation support with responsibilities across business and technical workstreams
• Driving collaborative Customer Service business process, business requirements and functional design discussions with clients, focusing on business value to make real-time design decisions
• Supporting change management and business readiness activities to deploy Service Cloud, Field Service Lighting and/or Communities to end-users
• Manage functional project team members
• Running workshops, working closely with the client, able to talk about tradeoffs e.g., terms of config vs code
• Mapping functional requirements to Salesforce Service Cloud features and functionality
• Deep understanding of Salesforce administration required with a strong focus on Service Cloud
• Disseminating leading practices on customer service processes and solutions
• Mentor other team members in customer service processes and Salesforce.com Service Cloud technology
• Deliver end user training and documentation
• Understand the ins and outs of Salesforce Service Cloud and create the right solution to solve the client's unique challenge
• Good knowledge of Salesforce configuration and customization is a must-have
• Contribute new products, workflows, and ideas to influence the industry
• Identify risks that threaten project success and recommend workarounds
• Get creative designing, prototyping, and building Salesforce systems
• Keep Salesforce running smoothly by testing and adjusting as needed, then documenting fixes
• Operational or analysis background in sales, marketing, or customer service
• Demonstrated ability to document requirements for technical resources, and ability to understand technical solutions leveraging Apex, VisualForce and Web Services
• Strong data management skills required, including experience with data consolidation and de-duplication. Advanced knowledge of Excel and Data Loader required; Demandtools knowledge preferred
• Configuration of the customize Service console, Entitlements, Processes, and Milestones
• Implementation of features like live chat and knowledge management
• Knowledge of Experience/Community Cloud
• Experience designing integration data mappings preferred
• Ability to handle client interactions at the senior level to lead project discussions
• Knowledge of Salesforce programming (Apex and Visual force)
• Experience in lightning development, able to build components and Apps
• Good understanding of REST API, SOAP, and Salesforce integration with other systems (ERPs, Legacy Systems, etc.)
• Ensure Best Practices and SFDC Coding Standards are followed

Requirements:

• Minimum of 5 to 8 years of experience working with Salesforce Sales Cloud
• Serve as an SME for Salesforce Service Cloud
• Facilitate business process reviews to identify client requirements and processes
• Translate client requirements into Salesforce design, leveraging best practices and minimizing the need for custom development
• Configure Salesforce Service Cloud and Force.com solutions
• Effectively manage all aspects of projects and client communications
• Contributing to teams on Service Cloud engagements, spanning the standard project lifecycle from strategy/visioning through implementation/post-implementation support with responsibilities across business and technical workstreams
• Driving collaborative Customer Service business process, business requirements and functional design discussions with clients, focusing on business value to make real-time design decisions
• Supporting change management and business readiness activities to deploy Service Cloud, Field Service Lighting and/or Communities to end-users
• Manage functional project team members
• Running workshops, working closely with the client, able to talk about tradeoffs e.g., terms of config vs code
• Mapping functional requirements to Salesforce Service Cloud features and functionality
• Deep understanding of Salesforce administration required with a strong focus on Service Cloud
• Disseminating leading practices on customer service processes and solutions
• Mentor other team members in customer service processes and Salesforce.com Service Cloud technology
• Deliver end user training and documentation
• Understand the ins and outs of Salesforce Service Cloud and create the right solution to solve the client's unique challenge
• Good knowledge of Salesforce configuration and customization is a must-have
• Contribute new products, workflows, and ideas to influence the industry
• Identify risks that threaten project success and recommend workarounds
• Get creative designing, prototyping, and building Salesforce systems
• Keep Salesforce running smoothly by testing and adjusting as needed, then documenting fixes
• Operational or analysis background in sales, marketing, or customer service
• Demonstrated ability to document requirements for technical resources, and ability to understand technical solutions leveraging Apex, VisualForce and Web Services
• Strong data management skills required, including experience with data consolidation and de-duplication
• Advanced knowledge of Excel and Data Loader required
• Configuration of the customize Service console, Entitlements, Processes, and Milestones
• Implementation of features like live chat and knowledge management
• Knowledge of Experience/Community Cloud
• Ability to handle client interactions at the senior level to lead project discussions
• Knowledge of Salesforce programming (Apex and Visual force)
• Experience in lightning development, able to build components and Apps
• Good understanding of REST API, SOAP, and Salesforce integration with other systems (ERPs, Legacy Systems, etc.)
• Ensure Best Practices and SFDC Coding Standards are followed
• Salesforce Service Cloud certified
• Demandtools knowledge preferred
• Experience designing integration data mappings preferred
• Knowledge of JIRA tool