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Salesforce Lead - Service Cloud

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NTT DATA

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Location:
India , Bengaluru

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Category:
IT - Software Development

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Contract Type:
Employment contract

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Salary:

Not provided
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Job Description:

We are currently seeking a Salesforce Lead Developer to join our team in Bengaluru, Karnataka, India. Minimum 5+ years of work experience in Salesforce.com Projects. NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services.

Job Responsibility:

  • 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
  • Responsible for deployment lifecycle management using Copado and Change Sets
  • Experienced in data migration and cleansing activities using Apex Data Loader and other ETL tools

Requirements:

  • Minimum 5+ years of work experience in Salesforce.com Projects
  • 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
  • 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
  • Strong knowledge and implementation experience of Agentforce to improve service agent productivity, drive automation, and streamline service operations
  • Skilled in building customer-centric solutions leveraging Service Cloud best practices including SLA tracking, entitlement processes, escalation rules, and service contracts
  • Knowledge of analytics, reports, and dashboards for Service Cloud to monitor KPIs like case resolution time, agent performance, and customer satisfaction
  • Experienced in developing and maintaining Apex Classes, Triggers, Visualforce Pages, Lightning Web Components (LWC), and Flows to deliver custom solutions
  • Proficient in implementing system integrations with external platforms using REST/SOAP APIs, AWS, CTI connectors, middleware tools, and Platform Events for real-time communication and data exchange
  • Expertise in customizing Salesforce with objects, workflows, process builder, roles, profiles, sharing rules, validation rules, and page layouts
  • Strong understanding of Salesforce Governor Limits and experience in optimizing code to meet performance and scalability requirements
  • Responsible for deployment lifecycle management using Copado and Change Sets
  • Experienced in data migration and cleansing activities using Apex Data Loader and other ETL tools
  • Practical experience working with Agentforce to design intelligent agent workflows, automate case handling, and improve agent efficiency through AI-assisted recommendations and summarization
  • Experience in building, configuring, and deploying bots to handle common service requests
  • Designing conversational flows and dialog management
  • Integrating bots with backend systems via APIs
  • Enabling seamless handoff between bots and live agents via Omni-Channel
  • Leveraging NLP capabilities for intent recognition and customer interaction automation
  • Continuous improvement of bot performance using analytics and feedback loops
  • Experience in designing and consuming GraphQL APIs to optimize data retrieval, reduce payload size, and improve performance in complex integrations
  • Capable of rapidly learning new technologies and processes, and successfully applying them to projects and operations
  • Strong project discipline with experience in managing deliverables, timelines, and cross-functional collaboration
  • Effective team player with the ability to work efficiently under pressure and within tight deadlines
  • Excellent communication and stakeholder management skills
  • Salesforce Certified Service Cloud Consultant (preferred)
  • Salesforce Administrator / Platform Developer certifications (preferred)

Nice to have:

  • Salesforce Certified Service Cloud Consultant
  • Salesforce Administrator / Platform Developer certifications

Additional Information:

Job Posted:
May 14, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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