MODULE LEAD - Salesforce

Job Title: Salesforce Financial Services Cloud SME

Location: Bangalore, India

Experience Required: 812 Years

Certifications: Salesforce Certified (Financial Services Cloud, Service Cloud, or equivalent)

Job Summary

We are seeking a highly experienced and certified Salesforce Subject Matter Expert (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 Services 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.

Mandatory Skills

• 812 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 Solution Design.
• 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, LWC, and Data Modelling.
• Excellent Communication Skills, Stakeholder Management and Communication, and problem-solving skills.

Preferred Skills

• Good to have knowledge of contact center technologies, including CTI Integration, case routing, and service analytics.

Qualifications

To be successful in this role, you should possess a combination of technical expertise, business acumen, and strong interpersonal skills. You will be expected to lead initiatives that enhance customer engagement and operational efficiency within the financial services sector.