We are seeking a highly experienced and certified Salesforce SME with deep expertise in Financial Services Cloud (FSC). This role is pivotal in bridging business needs with technical execution, driving digital transformation across financial services operations and customer engagement platforms. You will lead solution design, stakeholder collaboration, and platform optimization for high-impact service delivery.

Key Responsibilities :

– Act as the strategic interface between business units and technical teams to align Salesforce

capabilities with programs/projects and business goals.

– Support implementation and optimization of Salesforce Financial Service Cloud and Service Cloud.

– Design scalable solutions for customer onboarding, relationship management, and service automation leveraging different capabilities of salesforce like Data Cloud, Agentforce, and

others as needed.

– Integrate Salesforce with core systems, data platforms, third-party apps, and telephony platforms (e.g., CTI, IVR).

– Develop and manage customer journeys, case workflows, and omni-channel service strategies.

– Ensure compliance with financial regulations and data privacy standards.

– Conduct stakeholder workshops, training sessions, and platform demos to drive adoption.

– Stay current with Salesforce releases, especially FSC, Service Cloud, and AI-driven service

enhancements.

Skills & Qualifications :

– 8 to 12 years of hands-on experience in Salesforce, with strong exposure to Financial Services Cloud and Service Cloud.

– Salesforce certifications such as Financial Services Cloud Consultant, Service Cloud

Consultant, or Application Architect.

– Proven ability to translate financial business processes into technical solutions.

– Strong understanding of financial products, customer lifecycle management, and regulatory

compliance.

– Proficiency in Apex, Flow, Lightning Components, and data modeling.

– Excellent communication, stakeholder engagement, and problem-solving skills.

– Good to have knowledge of contact center technologies, including CTI integration, case

routing, and service analytics