About the Role
**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...
+ 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...
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