YOUR ROLE • Design and configure Service Cloud capabilities (Case Management, Omni-Channel Routing, Queues, Knowledge, Sharing & Visibility) • Translate business requirements from working sessions and epics into technical solution designs and user stories • Independently implement configurations and customizations (Apex, LWC, Flows) in the Service Cloud environment • Contribute to integrations related to Service Cloud (CTI/telephony, case interfaces, reporting integration with DAA/Azure) • Support the design and maintenance of access-control models (Profiles, Permission Sets, Public Groups, role hierarchy) for different business personas • Conduct unit and system testing, and support sprint and business testing • Work closely with the onshore team to resolve open questions and gaps and agree on design decisions • Document solution designs and implementation details in Confluence/Jira YOUR PROFILE • 6+ years of senior-level experience as a Salesforce Consultant/Developer, with a focus on Service Cloud • In-depth knowledge of Case Management, Omni-Channel, and the Salesforce sharing and security model • Hands-on experience with Apex, LWC, Flows, and Salesforce integrations (APIs, middleware/integration layer) • Experience with CTI integrations (e.g. Open CTI, Salesforce Voice) is an advantage • Salesforce certifications (e.g. Service Cloud Consultant, Platform Developer I/II) are desirable