10 hours ago
Chennai, IndiaSenior
Responsibilities
- Design end-to-end Salesforce Agentforce and Service Cloud solutions aligned with enterprise architecture standards and complex customer service requirements.
- Translate business needs into Salesforce configurations, integrations, technical designs, and automation that improve agent productivity and customer outcomes.
- Define integration patterns, data flows, error handling, security controls, performance improvements, and scalable architecture approaches.
- Review development-team configurations and customizations for architecture, coding, performance, security, and maintainability standards.
- Optimize consoles, routing, workflows, flows, assignment rules, and macros for service operations.
- Document architecture decisions, solution designs, reusable patterns, blueprints, and reference models.
- Coordinate testing strategies and scenarios covering functionality, integrations, reliability, and performance.
- Collaborate with stakeholders, evaluate new Salesforce features and AppExchange offerings, support production incident reviews, and drive continuous improvement.
- Provide technical mentorship and align Salesforce solution roadmaps with broader digital transformation objectives.
Requirements
- At least 10 years of overall IT experience, including at least 8 years focused on Salesforce implementations across service and customer engagement domains.
- Hands-on experience with Salesforce Service Cloud and Agentforce, including consoles, omni-channel routing, and case management.
- Strong knowledge of Salesforce data modeling, sharing models, security configuration, and performance tuning for high-volume service operations.
- Experience designing enterprise integrations using middleware platforms, REST-based interfaces, and event-driven patterns.
- Ability to work in hybrid teams, manage multiple stakeholders, and communicate complex technical concepts clearly to business audiences.
- Preferred experience with Salesforce Experience Cloud and Field Service.
- Preferred exposure to Agile delivery practices, sprint planning, backlog refinement, and continuous delivery pipelines for Salesforce programs.
- Preferred familiarity with service processes in financial services, retail, or telecommunications.
- Preferred background in user experience design principles for Salesforce service-agent consoles.
- Salesforce Certified Service Cloud Consultant or Salesforce Certified Application Architect certification preferred.
Benefits
- Hybrid work model.
- Opportunity to improve customer service outcomes and deliver measurable value for clients and society.
Categories
Solutions Engineering
About Cognizant
Cognizant is a public IT services and consulting firm that designs, builds, and runs enterprise technology, including digital engineering, cloud modernization, data/AI, and managed services. It sells consulting, systems integration, and outsourcing on multi-year engagements to large enterprises in healthcare, banking, retail, communications, and manufacturing. Founded in 1994 and headquartered in Teaneck, New Jersey, Cognizant is NASDAQ-listed (CTSH) and a Fortune 500 company.