-Design, configure, and implement Salesforce Service Cloud solutions tailored to business requirements.
-Develop and maintain Email-to-Case and Case Management workflows for seamless customer support.
-Configure and manage Omnichannel routing, skills-based routing, and queue management to improve agent efficiency.
-Integrate and optimize AWS Chat and Agentforce Bots to automate and scale customer interactions.
-Design and build Agentforce-powered Agents around Service Cloud components (cases, knowledge, routing, workflows) to improve service automation and intelligence.
-Implement and support CTI (Computer Telephony Integration) for unified voice and digital channel experiences.
-Build and consume REST APIs and Web Services for seamless integration with external systems.
-Implement Platform Events for real-time data synchronization and event-driven solutions.
-Collaborate with cross-functional teams (business analysts, architects, QA) to deliver end-to-end customer service solutions.
-Provide hands-on Salesforce development expertise in Apex, Lightning Web Components (LWC), Flows, and Triggers.
-Ensure scalability, performance, and compliance across Service Cloud solutions.
-Stay up to date with Salesforce releases, AI/Agentforce innovations, and best practices.
