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Hard skills

  • At least 5+ years’ experience managing and customizing SFDC service clouds for 500+ users
  • Extensive hands-on experience with:
    • Using, Visualforce, Apex, Java, Javascript and other web technologies
    • Customizing standard objects, creating custom objects, triggers, rules etc.
    • Developer Console and writing SOQL/SOSL queries
    • Release/Change management, using multiple sandboxes and change sets
    • Salesforce lightning version
  • Case management, case escalation, case routing, account/lead/opportunity management etc.
  • Experience with AppExchange and customizing 3rd party add-ons and managed packages required
  • Salesforce and CTI integration including call routing in a call center environment preferred
  • Experience with data integrity, data quality, data migration and data maintenance
  • Experience managing SFDC essential functions such as:
    • User/role/profile/sharing rules including SSO and making inbound/outbound API calls etc.
    • Custom workflow, email templates, process builder, reports, dashboard etc. management
    • Data loader for importing/export purposes to/from other external systems
  • Experience integrating Salesforce with homegrown and other off-the-shelf systems

 Soft skills

  • Excellent communication/analytical/ problem-solving/documentation skills
  • Able to clearly articulate technical and non-technical ideas in verbal and written communication
  • Experience sustaining Salesforce governance, best practices and center of excellence
  • Able to work with multiple stakeholders and user groups with competing priorities in a dynamic setting
  • Understanding and translating user/business needs into technical solutions
  • Excellent team player with a positive can-do attitude and able to work in a self-driven environment
  • Provide after-hours support as and when needed


  • Bachelor’s degree required
  • Salesforce administration/developer certification required