Salesforce Service Cloud Techno-Functional Consultant

Location: Morādābād

Hiring:
Senior Salesforce Service Cloud Techno-Functional Consultant

Location:

Remote

Employment Type:

Contract
Experience

Required:

7+ Years
Domain:
Medical Devices / Healthcare Technology
We are seeking an experienced  Senior Salesforce Service Cloud Techno-Functional Consultant  to join a managed services engagement supporting a global leader in neuro and sensory medical devices. This role will be responsible for optimizing customer support operations within Salesforce Service Cloud and Field Service while ensuring seamless integrations with Oracle ERP and other enterprise platforms.
The ideal candidate will possess strong expertise in Salesforce Service Cloud, Field Service Lightning (FSL), Knowledge Management, Case Management, Mobile Applications, and Oracle ERP integrations within regulated healthcare or Med Tech environments.

Key Responsibilities
Salesforce Service Cloud & Case Management

• Own and manage the end-to-end Salesforce Case Management lifecycle

• Configure and support Cases, Entitlements, Service Contracts, SLAs, Escalation Rules, Queues, and Omni-Channel Routing

• Support Email-to-Case, Chat, Phone, and Digital Service Channels

• Configure and maintain Flows, Validation Rules, Assignment Rules, Approval Processes, and Automation

• Troubleshoot case routing, notifications, escalations, and user access issues

• Manage case data uploads and support data quality initiatives
Salesforce Field Service (FSL)

• Configure and administer Salesforce Field Service Lightning (FSL)

• Manage Work Orders, Service Appointments, Scheduling Policies, Service Territories, and Dispatch Console

• Support field operations teams, dispatchers, and technicians

• Optimize scheduling efficiency, technician utilization, and first-time fix rates

• Manage Service Resources, Skills, Territories, and Capacity Planning
Mobile Applications for Field Technicians

• Support Salesforce Field Service Mobile applications

• Ensure offline and online synchronization capabilities

• Manage mobile security, permissions, configurations, and device compatibility

• Drive adoption and support onboarding initiatives for field technicians
Salesforce Knowledge Management

• Administer Salesforce Knowledge Articles, Categories, and Visibility Settings

• Manage content lifecycle including creation, approval, publication, and retirement

• Improve knowledge adoption and effectiveness through reporting and analytics
Oracle ERP Integration Support

• Support Salesforce integrations with Oracle ERP systems

• Ensure synchronization of:
Cases & Service Requests
Installed Assets & Equipment History
Service Contracts & Warranties
Entitlements & Service Records

• Troubleshoot integration issues, latency, synchronization failures, and data discrepancies

• Support integration technologies including Mule Soft and SOA-based architectures
Reporting, Analytics & Governance

• Build reports and dashboards for:
Case Performance
SLA Compliance
Field Service Operations
Asset Utilization
Contract Compliance

• Ensure data quality, security, audit readiness, and regulatory compliance

• Support release management, CAB reviews, change management, and environment governance
Automation & Innovation

• Implement Salesforce Flow Automation and Einstein AI capabilities

• Support Einstein Case Classification and Predictive Service Analytics initiatives

• Drive continuous improvement and operational efficiency through automation
L1/L2 Managed Services Support

• Handle incident management, troubleshooting, and ticket resolution

• Support P1/P2 production incidents and perform Root Cause Analysis (RCA)

• Implement Corrective and Preventive Actions (CAPA)

• Collaborate with Salesforce, Oracle, Infrastructure, and Help Desk teams
Required

Skills & Qualifications
✔ 7+ years of Salesforce Techno-Functional experience
✔ Strong expertise in Salesforce Service Cloud
✔ Hands-on experience with Salesforce Field Service Lightning (FSL)

✔ Experience with Salesforce Knowledge Management
✔ Experience supporting Mobile Applications for Field Technicians
✔ Strong understanding of end-to-end Case Management and Service Operations

✔ Experience with Salesforce Administration and Security Model
✔ Expertise in:
Profiles
Roles
Permission Sets
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