Salesforce BA with Strong Service Cloud Functional Lead - Remote - (W2/1099)

Position: Salesforce Service Cloud Functional Lead
Location: Remote

Exp: 10 Years

Role Overview:
We are seeking a seasoned Salesforce professional to lead the functional design and delivery of enterprise Service Cloud solutions. The ideal candidate will have strong experience in contact center workflows, omni-channel service solutions, and client-facing leadership.

Key Responsibilities:
Lead Service Cloud functional design (Case Management, Service Console, Omni-Channel, CTI, Chat, Messaging)
Own contact center workflows, SLAs, routing, escalations, and agent experience
Translate business requirements into scalable Salesforce configurations
Partner with architects and developers on integrations
Support Service Cloud migrations and modernization initiatives
Drive UAT, stakeholder workshops, and training

Required Experience:
8+ years of Salesforce experience with strong Service Cloud focus
Proven background as a Functional Lead / Senior Consultant
Hands-on contact center and omni-channel implementation experience
Strong Service & Sales Cloud understanding
Agile delivery experience
Salesforce Service Cloud Consultant Certification preferred