Salesforce Service Cloud Techno-Functional Consultant

Hiring: Senior Salesforce Service Cloud Techno-Functional Consultant Location: Remote Employment Type: Contract Experience Required: 7+ Years Domain: Medical Devices / Healthcare Technology We are seeking an experienced Senior Salesforce Service Cloud Techno-Functional Consultant to join a managed services engagement supporting a global leader in neuro and sensory medical devices. This role will be responsible for optimizing customer support operations within Salesforce Service Cloud and Field Service while ensuring seamless integrations with Oracle ERP and other enterprise platforms. The ideal candidate will possess strong expertise in Salesforce Service Cloud, Field Service Lightning (FSL), Knowledge Management, Case Management, Mobile Applications, and Oracle ERP integrations within regulated healthcare or MedTech environments.

Key Responsibilities Salesforce Service Cloud & Case Management • Own and manage the end-to-end Salesforce Case Management lifecycle • Configure and support Cases, Entitlements, Service Contracts, SLAs, Escalation Rules, Queues, and Omni-Channel Routing • Support Email-to-Case, Chat, Phone, and Digital Service Channels • Configure and maintain Flows, Validation Rules, Assignment Rules, Approval Processes, and Automation • Troubleshoot case routing, notifications, escalations, and user access issues • Manage case data uploads and support data quality initiatives Salesforce Field Service (FSL) • Configure and administer Salesforce Field Service Lightning (FSL) • Manage Work Orders, Service Appointments, Scheduling Policies, Service Territories, and Dispatch Console • Support field operations teams, dispatchers, and technicians • Optimize scheduling efficiency, technician utilization, and first-time fix rates • Manage Service Resources, Skills, Territories, and Capacity Planning Mobile Applications for Field Technicians • Support Salesforce Field Service Mobile applications • Ensure offline and online synchronization capabilities • Manage mobile security, permissions, configurations, and device compatibility • Drive adoption and support onboarding initiatives for field technicians Salesforce Knowledge Management • Administer Salesforce Knowledge Articles, Categories, and Visibility Settings • Manage content lifecycle including creation, approval, publication, and retirement • Improve knowledge adoption and effectiveness through reporting and analytics Oracle ERP Integration Support • Support Salesforce integrations with Oracle ERP systems • Ensure synchronization of: Cases & Service Requests Installed Assets & Equipment History Service Contracts & Warranties Entitlements & Service Records • Troubleshoot integration issues, latency, synchronization failures, and data discrepancies • Support integration technologies including MuleSoft and SOA-based architectures Reporting, Analytics & Governance • Build reports and dashboards for: Case Performance SLA Compliance Field Service Operations Asset Utilization Contract Compliance • Ensure data quality, security, audit readiness, and regulatory compliance • Support release management, CAB reviews, change management, and environment governance Automation & Innovation • Implement Salesforce Flow Automation and Einstein AI capabilities • Support Einstein Case Classification and Predictive Service Analytics initiatives • Drive continuous improvement and operational efficiency through automation L1/L2 Managed Services Support • Handle incident management, troubleshooting, and ticket resolution • Support P1/P2 production incidents and perform Root Cause Analysis (RCA) • Implement Corrective and Preventive Actions (CAPA) • Collaborate with Salesforce, Oracle, Infrastructure, and Help Desk teams Required Skills & Qualifications ✔ 7+ years of Salesforce Techno-Functional experience ✔ Strong expertise in Salesforce Service Cloud ✔ Hands-on experience with Salesforce Field Service Lightning (FSL) ✔ Experience with Salesforce Knowledge Management ✔ Experience supporting Mobile Applications for Field Technicians ✔ Strong understanding of end-to-end Case Management and Service Operations ✔ Experience with Salesforce Administration and Security Model ✔ Expertise in: Profiles Roles Permission Sets Sharing Rules Security Configuration ✔ Experience with: Flow Builder Validation Rules Assignment Rules Approval Processes Reports & Dashboards ✔ Strong understanding of Oracle ERP integrations ✔ Experience with MuleSoft, SOA, REST APIs, and SOAP APIs ✔ Knowledge of ITIL Processes: Incident Management Problem Management Change Management ✔ Strong analytical and stakeholder management skills ✔ Excellent communication and documentation abilities Preferred Industry Experience ⭐ Medical Devices ⭐ Healthcare Technology ⭐ Life Sciences ⭐ Regulated Industries ⭐ Enterprise Managed Services Compliance & Governance Knowledge ✔ HIPAA ✔ GDPR ✔ ISO 27001 ✔ FDA Compliance & Device Traceability ✔ Role-Based Access Controls (RBAC) ✔ Audit & Security Controls Certifications (Preferred / Desired) Salesforce Certified Service Cloud Consultant Salesforce Certified Field Service Consultant Salesforce Certified Advanced Administrator Salesforce Certified Platform App Builder ITIL Foundation Certification How to Apply Interested candidates can share their updated resume along with: • Total Experience • Salesforce Service Cloud Experience • Salesforce Field Service Lightning (FSL) Experience • Oracle ERP Integration Experience • Salesforce Certifications • Current CTC • Expected CTC • Notice Period Email: WhatsApp: +91 92848 05350