NTT DATA North America · 4 weeks ago
Salesforce Service Cloud Lead Consultant
United States
Full-time
Remote
Senior Level, Lead/Staff
$60/hr - $70/hr
5+ years expNTT DATA North America is a recognized leader in IT and business services, and they are seeking a Senior Salesforce Service Cloud Lead Consultant. The role involves overseeing Salesforce.com projects with a focus on Service Cloud implementations, enhancing customer service, and improving agent productivity.
ConsultingMarketingInformation TechnologyCloud ComputingDigital MarketingInformation ServicesIT Management
Responsibilities
Highly experienced in Administration and application development using Salesforce.com, with deep expertise in Service Cloud implementations for enterprise clients
Proven track record in successfully delivering end-to-end Salesforce projects with focus on customer service excellence and agent productivity
Hands-on experience with Service Console, Omni-Channel routing, AWS Chat integration, CTI (Computer Telephony Integration), Case Management, Email-to-Case, Knowledge Management, and AI-driven bot implementations (Einstein Bots / Agentforce-powered conversational bots) for enhanced customer support
Strong knowledge and implementation experience of Agentforce to improve service agent productivity, drive automation, and streamline service operations
Skilled in building customer-centric solutions leveraging Service Cloud best practices including SLA tracking, entitlement processes, escalation rules, and service contracts
Knowledge of analytics, reports, and dashboards for Service Cloud to monitor KPIs like case resolution time, agent performance, and customer satisfaction
Experienced in developing and maintaining Apex Classes, Triggers, Visualforce Pages, Lightning Web Components (LWC), and Flows to deliver custom solutions
Proficient in implementing system integrations with external platforms using REST/SOAP APIs, AWS, CTI connectors, middleware tools, and Platform Events for real-time communication and data exchange
Expertise in customizing Salesforce with objects, workflows, process builder, roles, profiles, sharing rules, validation rules, and page layouts
Strong understanding of Salesforce Governor Limits and experience in optimizing code to meet performance and scalability requirements
Responsible for deployment lifecycle management using Copado and Change Sets
Experienced in data migration and cleansing activities using Apex Data Loader and other ETL tools
Practical experience working with Agentforce to design intelligent agent workflows, automate case handling, and improve agent efficiency through AI-assisted recommendations and summarization
Experience in building, configuring, and deploying bots to handle common service requests, including: Designing conversational flows and dialog management Integrating bots with backend systems via APIs Enabling seamless handoff between bots and live agents via Omni-Channel Leveraging NLP capabilities for intent recognition and customer interaction automation Continuous improvement of bot performance using analytics and feedback loops
Experience in designing and consuming GraphQL APIs to optimize data retrieval, reduce payload size, and improve performance in complex integrations
Capable of rapidly learning new technologies and processes, and successfully applying them to projects and operations
Strong project discipline with experience in managing deliverables, timelines, and cross-functional collaboration
Effective team player with the ability to work efficiently under pressure and within tight deadlines
Excellent communication and stakeholder management skills
Qualification
Required
Minimum 5+ years of work experience in Salesforce.com projects
Highly experienced in Administration and application development using Salesforce.com
Deep expertise in Service Cloud implementations for enterprise clients
Proven track record in successfully delivering end-to-end Salesforce projects with focus on customer service excellence and agent productivity
Hands-on experience with Service Console, Omni-Channel routing, AWS Chat integration, CTI (Computer Telephony Integration), Case Management, Email-to-Case, Knowledge Management, and AI-driven bot implementations (Einstein Bots / Agentforce-powered conversational bots) for enhanced customer support
Strong knowledge and implementation experience of Agentforce to improve service agent productivity, drive automation, and streamline service operations
Skilled in building customer-centric solutions leveraging Service Cloud best practices including SLA tracking, entitlement processes, escalation rules, and service contracts
Knowledge of analytics, reports, and dashboards for Service Cloud to monitor KPIs like case resolution time, agent performance, and customer satisfaction
Experienced in developing and maintaining Apex Classes, Triggers, Visualforce Pages, Lightning Web Components (LWC), and Flows to deliver custom solutions
Proficient in implementing system integrations with external platforms using REST/SOAP APIs, AWS, CTI connectors, middleware tools, and Platform Events for real-time communication and data exchange
Expertise in customizing Salesforce with objects, workflows, process builder, roles, profiles, sharing rules, validation rules, and page layouts
Strong understanding of Salesforce Governor Limits and experience in optimizing code to meet performance and scalability requirements
Responsible for deployment lifecycle management using Copado and Change Sets
Experienced in data migration and cleansing activities using Apex Data Loader and other ETL tools
Practical experience working with Agentforce to design intelligent agent workflows, automate case handling, and improve agent efficiency through AI-assisted recommendations and summarization
Experience in building, configuring, and deploying bots to handle common service requests, including designing conversational flows and dialog management
Integrating bots with backend systems via APIs
Enabling seamless handoff between bots and live agents via Omni-Channel
Leveraging NLP capabilities for intent recognition and customer interaction automation
Continuous improvement of bot performance using analytics and feedback loops
Experience in designing and consuming GraphQL APIs to optimize data retrieval, reduce payload size, and improve performance in complex integrations
Capable of rapidly learning new technologies and processes, and successfully applying them to projects and operations
Strong project discipline with experience in managing deliverables, timelines, and cross-functional collaboration
Effective team player with the ability to work efficiently under pressure and within tight deadlines
Excellent communication and stakeholder management skills
Preferred
Salesforce Certified Service Cloud Consultant
Salesforce Administrator / Platform Developer certifications
Benefits
Company benefits that will depend on the nature of the role offered
Medical, dental, and vision insurance
Flexible spending or health savings account
Life, and AD&D insurance
Short-and long-term disability coverage
Paid time off
Employee assistance
Participation in a 401k program with company match
Additional voluntary or legally required benefits
Company
NTT DATA North America
NTT DATA, Inc. is a trusted global innovator of business and technology services.
10001+ employees
H1B Sponsorship
NTT DATA North America has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
10%
Represents job field similar to this job
Management and Executive
Engineering and Development
Customer Service and Support
Sales
Legal and Compliance
Accounting and Finance
Human Resources
Product Management
Trends of Total Sponsorships
*2026 (49)
2025 (144)
2024 (182)
2023 (257)
2022 (871)
2021 (809)
2020 (1266)
Funding
Current Stage
Late StageLeadership Team
John Barr
Vice President - Insurance Strategy
Recent News
Business Standard India
2026-07-29
2026-06-27
UAE Business Review
2026-06-25
Company data provided by crunchbase