Job Title:  Senior Consultant | SFDC Functional | Pune | Sales & Service

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Senior Consultant | Customer-S&S | SFDC

• Location: Bangalore

The team

Enterprise technology has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about: Customer

Your work profile

• Requirements & Discovery
• Facilitate workshops, interviews, and process mapping sessions with Operations, Contact Center, and Support teams.
• Document BRDs, FRDs, User Stories with acceptance criteria, process flows, and use cases.
• Solutioning & Design
• Translate requirements into Service Cloud capabilities: Case Management, Omni-Channel Routing, Queues, Entitlements & SLAs, Knowledge, Macros, Email-to-Case, Web-to-Case, Live Chat/Embedded Service, CTI/Telephony integrations, Digital Engagement.
• Partner with Solution Architects to design scalable configurations with minimal technical debt.
• Backlog & Delivery
• Own the product backlog, prioritize via MoSCoW/WSJF, and maintain a clear release roadmap.
• Support configuration teams with detailed functional specs, test data, and edge cases.
• Testing & Quality
• Define test scenarios, support SIT, drive UAT planning and execution, track defects to closure.
• Validate SLAs, entitlements, routing logic, and escalation workflows end to end.
• Change & Enablement
• Create training materials, run enablement sessions for agents/supervisors.
• Support hypercare, monitor adoption, and drive continuous improvement.
• Governance
• Ensure compliance with data privacy, security, and audit requirements.
• Contribute to standards for documentation, release notes, and change control.

Key skills required: 

• 5–8 years total BA experience with at least 3+ years working on Salesforce Service Cloud.
• Proven delivery of end-to-end Service Cloud implementations (minimum 2 full cycles) covering Case Management, Omni-Channel, and Knowledge.
• Strong command of user story writing, acceptance criteria (Gherkin preferred), process modeling (BPMN), and requirements traceability.
• Experience with UAT management, defect triage, and hypercare.
• Familiar with integrations (CTI/Genesys/Avaya/Amazon Connect, email, chat, messaging, and external systems via APIs/Mulesoft).
• Hands-on with Salesforce configuration concepts: page layouts, record types, profiles/permission sets, flows, validation rules.
• Tools: Jira/Azure DevOps, Confluence, Visio/Lucidchart, Excel, PowerPoint.
• Salesforce certifications: Administrator, Service Cloud Consultant.
• Experience with Field Service, Digital Engagement, or Einstein Bots/EIN Analytics.
• Knowledge of ITIL/Service Management, contact center KPIs, and CX best practices.
• Exposure to GenAI/Knowledge optimization, deflection strategies, or copilot workflows.
• Domain background: BFSI, Telecom, Healthcare, Retail, or High-Tech.

Desired Qualification:

• Graduate degree (Science or Engineering) from premier institutes
• 5 to 10 years of relevant experience in management or consulting oriented environment

Location and Way of Working: 

• Base location: PAN India

• Willingness to travel for short- and long-term durations

Your role as an Senior Consultant: 

  Build strong client relationships and act as a trusted advisor

  Take ownership of deliverables and ensure alignment with project objectives and quality standards

  Identify opportunities for process improvement and innovation

  Apply awareness of industry trends and emerging technologies to enhance solutions

  Collaborate effectively across cross-functional teams