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Job Description & How to Apply Below
Position:
Senior Salesforce Service Cloud Techno Functional Consultant
Junior :
Experience:
4-6 Years
Senior Role
Experience:
7+ Years(Senior)
Job Summary
Senior Salesforce Service Cloud Techno-Functional Consultant responsible for optimizing end-to-end customer support operations in a medtech environment. The role focuses on Service Cloud (Lightning), Field Service (FSL), Knowledge Management, and Case Lifecycle, with strong Oracle ERP (EBS/Service) integrations. You’ll drive automation, Einstein AI adoption, and L1/L2 POD support to improve service efficiency, compliance, and year-over-year cost reduction.
Key Responsibilities
Lead Service Cloud & Case Management:
Configure and optimize case intake, routing, escalation, entitlements, SLAs, omni-channel support, and knowledge usage.
Manage Field Service (FSL):
Work orders, service appointments, scheduling policies, territories, dispatch consoles, and field technician mobile apps (offline/online sync).
Support and maintain Salesforce–Oracle ERP integrations (cases, assets, service contracts, warranties) and troubleshoot latency/data issues via Mule Soft/SOA.
Drive automation & AI using Flows, Einstein Case Classification, and predictive service analytics.
Provide L1/L2 support, RCA/CAPA, go-live and post-go-live stabilization, and on-call support for P1 incidents.
Ensure compliance & security aligned with ISO 27001, HIPAA/GDPR, and FDA guidelines.
Deliver reporting, dashboards, data quality controls, documentation, CAB participation, and user training.
Collaborate with POD teams (Sales/Revenue Cloud, Oracle Service) on cross-functional initiatives and QBRs.
Support minor development using Flows, Apex, Triggers, Visualforce, and testing.
Qualifications
7–10 years of Salesforce techno-functional experience in Service Cloud, FSL, Knowledge, and Mobile Field Service.
Strong experience with Oracle ERP integrations, service processes, and regulated industries (healthcare/medtech).
Hands-on Salesforce administration, automation, reporting, and integration patterns.
Knowledge of Apex, APIs (REST/SOAP), ITIL/ITSM, and compliance standards.
Excellent analytical, communication, and stakeholder management skills.
Bachelor’s degree in IT/Business or related field.
* Certifications (Preferred)
* Salesforce Service Cloud, Field Service, Advanced Admin, Platform App Builder
ITIL Foundation
Position Requirements
10+ Years
work experience
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