Salesforce Service Cloud Consultant

Description

We are looking for a skilled and motivated Salesforce Service Cloud Consultant to join Delta's Salesforce team at the Delta Technology Hub in Bangalore. This is a bridge role — sitting between product owners and our technical delivery team — focused on translating operational needs into well-designed, secure, scalable solutions on the Salesforce platform.

You will serve as the connective tissue between Delta's operational teams and our Salesforce developers, administrators, and architects. You bring a strong working technical knowledge of the Salesforce platform — how it's configured, what it can do, and how it's built — but your core passion is understanding problems deeply, designing pragmatic solutions, and driving work all the way through to completion.

Key Responsibilities

Requirements Gathering

Partner with operational teams, product owners, and business stakeholders to understand their needs and pain points. Translate high-level ideas and business problems into structured, actionable requirements. Participate in discovery and working sessions to surface the right problem before jumping to a solution. You ask the uncomfortable questions early — so the team isn't answering them mid-sprint.

User Story Authoring & Refinement

Write clear, well-structured user stories with defined, end-user testable acceptance criteria written in Gherkin format. Lead backlog refinement sessions with the delivery team — clarifying scope, surfacing ambiguities, and ensuring every story is implementation-ready before it enters development. Maintain story quality throughout the sprint lifecycle. A story leaving your hands should need no interpretation.

Solution Design

Design Salesforce solutions that are practical, secure, scalable, and aligned with platform best practices. Leverage your knowledge of Service Cloud, Experience Cloud, Omni-Channel, Enhanced Chat, Enhanced Messaging and the broader Salesforce ecosystem to propose the right approach — knowing when declarative configuration is enough and when programmatic development is required. You don't write the Apex or the LWC, but you know them in depth, what they do, what they cost, and when they're the right call. Produce solution design notes, process flows, and feature briefs that give the delivery team a clear picture of what to build before they start.

Platform Knowledge

Apply hands-on familiarity with the Salesforce platform to validate technical feasibility, challenge assumptions, and hold informed conversations with developers and architects. Understand the security model — profiles, permission sets, OLS, FLS, sharing rules — well enough to design solutions that are safe by default. Know the governor limit landscape well enough to flag risks before they become incidents.

Delivery Oversight

Track story progress through the development lifecycle. Work alongside developers, administrators, and QA to ensure the solution being built matches the intended design. Review completed work against acceptance criteria and flag deviations early. Be the single point of accountability for whether a delivered feature actually solves the original business problem — not just whether it passes the technical checklist.

Process Mapping & Documentation

Document current-state and future-state business processes clearly and completely. Maintain solution documentation that supports development, QA, and post-go-live operations. Produce acceptance criteria, test scenarios, and handoff notes that leave nothing ambiguous for the team executing the work. Good documentation is not a formality here — it is how work gets done correctly across a distributed team.