Specialist, Salesforce CRM at Pearson

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

01 Jun, 26

Salary

0.0

Posted On

03 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Salesforce Service Cloud, Functional Design, Case Management, Omni-Channel Routing, Knowledge Base, Digital Engagement, Service Console, Data Models, Solution Blueprints, Agile Delivery, Stakeholder Management, Business Process Modeling, UAT Planning, Salesforce Governance, Jira, Lucidchart

Industry

education

Description

Key Responsibilities * Serve as the functional design authority for Salesforce Service Cloud, owning end‑to‑end solution design across customer service, contact center, and support operations. * Partner closely with business leaders, Product Owners, and delivery teams to translate business strategy and service objectives into scalable, best‑practice Service Cloud solutions. * Lead functional architecture and solution design for Service Cloud capabilities including Case Management, Omni‑Channel routing, Knowledge, Digital Engagement, Service Console, and integrations with upstream and downstream systems. * Define and maintain future‑state service processes, data models, and functional architecture aligned to Salesforce platform standards and enterprise CRM strategy. * Own the creation and validation of high‑level functional designs, solution blueprints, and cross‑cloud interaction patterns (e.g., Service Cloud with Sales, Marketing, or external platforms). * Provide architectural guidance to Business Analysts, Administrators, and Developers, ensuring requirements and configurations align with the approved functional design. * Evaluate solution options, trade‑offs, and impacts, ensuring consistency, reusability, and long‑term platform sustainability. * Establish and enforce Service Cloud design standards, patterns, and governance, including configuration best practices and functional guardrails. * Support Agile delivery by guiding backlog prioritization, refining epics and features, and ensuring sprint work aligns with the target architecture. * Lead functional reviews, design walkthroughs, and solution sign‑offs prior to build and deployment. * Collaborate with testing and release teams to validate that delivered solutions meet architectural intent and business outcomes. * Act as a trusted advisor to stakeholders on Salesforce Service Cloud capabilities, limitations, and roadmap opportunities to improve customer experience and operational efficiency Required Experience & Skills Salesforce & CRM Expertise * Extensive experience designing and delivering Salesforce Service Cloud solutions in complex, enterprise‑scale environments. * Deep functional expertise in Service Cloud features such as Case Lifecycle Management, Omni‑Channel, Knowledge Base, Digital Engagement, SLAs, queues, and escalation models. * Strong understanding of customer service and contact center operating models, including agent workflows, performance metrics, and service KPIs. * Proven ability to define functional architectures, including process models, data relationships, and system interaction patterns. * Experience working across the full Salesforce delivery lifecycle, from discovery and design through build, testing, and release. * Demonstrated leadership in guiding and mentoring Business Analysts and functional team members. * Strong stakeholder management skills, with the ability to influence decisions at both business and technical leadership levels. * Excellent communication skills, capable of articulating complex architectural concepts to technical and non‑technical audiences. * Experience operating in Agile / Scrum environments, with a strong understanding of epics, features, user stories, and incremental delivery. * Familiarity with Salesforce governance, release management, and enterprise CRM operating models. * Salesforce certifications such as Service Cloud Consultant, Salesforce Administrator, or Business Analyst are strongly preferred Business Analysis Skills * Proven ability to elicit requirements using interviews, workshops, and process reviews. * Strong experience writing user stories, functional requirements, and acceptance criteria. * Skilled in business process modeling and documentation (e.g., current‑state and future‑state process flows). * Experience supporting UAT planning and execution in Agile or hybrid delivery models. Sales & Revenue Domain Knowledge * Understanding of sales lifecycle processes including pipeline management, forecasting, quoting, and revenue tracking. * Experience working with Sales Operations or Revenue Operations teams is strongly preferred. * Ability to translate sales KPIs and metrics into meaningful CRM reporting requirements. Collaboration & Communication * Strong stakeholder management skills with the ability to communicate effectively across business and technical audiences. * Comfortable facilitating discussions, managing competing priorities, and driving consensus. * Ability to work in cross‑functional, matrixed enterprise environments. Tools & Methodologies * Experience working in Agile/Scrum or SAFe delivery environments. * Familiarity with tools such as Jira, Azure DevOps, Confluence, Lucidchart, or similar BA and delivery tools. * Salesforce Business Analyst, Salesforce Administrator, or Sales Cloud Consultant certification is a plus.

Responsibilities

The specialist will serve as the functional design authority for Salesforce Service Cloud, owning end-to-end solution design across customer service and support operations. This includes leading functional architecture for key Service Cloud capabilities and defining future-state service processes aligned with enterprise CRM strategy.