Minimum 8 years of work experience in Salesforce.com Projects Key Skills & Responsibilities:
Highly experienced in Administration and application development using Salesforce.com , with deep expertise in Service Cloud implementations for enterprise clients.
Proven track record in successfully delivering end-to-end Salesforce projects with focus on customer service excellence and agent productivity.
Core Expertise (Service Cloud Focus):
Service Cloud Features: Hands-on experience with Service Console, Omni-Channel routing, AWS Chat integration, CTI (Computer Telephony Integration), Case Management, Email-to-Case, Knowledge Management, and AI-driven bot implementations (Einstein Bots / Agentforce-powered conversational bots) for enhanced customer support.
Agentforce: Strong knowledge and implementation experience of Agentforce to improve service agent productivity, drive automation, and streamline service operations.
Skilled in building customer-centric solutions ...