Omni-Channel routing, Skills-based assignment, and Agent Workspace configuration
Knowledge Base architecture, article lifecycle, and self-service portal (Experience Cloud)
Field Service Lightning fundamentals and CTI integration awareness
REQUIRED
Data Cloud
Data Streams, DMO design, field mapping & standard schema governance
Identity Resolution — match rules, reconciliation rules, merge & unlink strategies
Calculated Insights, Streaming Insights, Segmentation & Activation
Customer 360 profile assembly; surfacing unified data to Sales & Service reps
Data reconciliation controls, job monitoring, retention & governance
REQUIRED
Agentforce
Topics, Actions, Instructions & Prompt Templates in Agent Builder
Grounding agents with Data Cloud unified profile via RAG patterns
Einstein Trust Layer — data masking, zero-retention & audit trail
Use case design: Sales assist, Service resolution, personalised outreach
MUST-HAVE
Marketing Cloud
Marketing Cloud Connector for Data Cloud: Contact, Subscriber & engagement event ingestion
Journey Builder, Email Studio & Automation Studio working knowledge
Consent & suppression propagation; closed-loop activation back into Data Cloud
DESIRED
Data Architecture & BI Integration
Batch ETL, CDC, event streaming & API ingestion — pattern selection per source
SQL for Calculated Insights, ad hoc validation & reconciliation queries
Power BI / Tableau connector patterns from Data Cloud; report-ready entity design
REQUIRED
3. Key Responsibilities
Technical Leadership & Solution Design
Own solution architecture across Sales Cloud, Service Cloud, Data Cloud, and Agentforce workstreams — producing SDDs, data flow diagrams, and integration design documents.
Lead, mentor, and review the work of a Salesforce engineering team; act as the primary technical escalation point across all platform layers.
Present architecture decisions and trade-offs confidently to client stakeholders, business owners, and enterprise architects.
Sales Cloud & Service Cloud Delivery
Design and deliver end-to-end Sales Cloud solutions — lead management, opportunity lifecycle, forecasting, CPQ, and Einstein-assisted productivity tooling.
Architect Service Cloud solutions covering case management, Omni-Channel routing, Knowledge, and self-service portals; ensure seamless hand-off between sales and service processes.
Govern data quality, duplicate management, and object model integrity across the CRM platform.
Data Cloud — Ingestion, Identity & Activation
Design multi-source ingestion pipelines and DMO structures; architect Identity Resolution to produce a trusted Unified Individual Profile and Customer 360 view.
Build Calculated Insights and Segments that drive activation across marketing and service channels; surface Customer 360 to Sales and Service reps via embedded components and CRM Analytics.
Establish source-to-target reconciliation controls, data quality alerts, and retention policies; integrate Data Cloud data with Power BI / Tableau for enterprise reporting.
Agentforce Implementation
Architect and build Data Cloud-grounded Agentforce agents for Sales assist, Service resolution, and Marketing personalisation use cases.
Configure Trust Layer guardrails and RAG retrieval strategies; define autonomous vs. assistive automation boundaries per use case.
Marketing Cloud Integration (Desired)
Design Marketing Cloud as a Data Cloud source system — governing connector configuration, engagement event ingestion, and closed-loop activation back into Journey Builder.
4. Certifications
Certifications marked ★ are considered essential for this role; others are advantageous.
★ Sales Cloud Consultant
★ Service Cloud Consultant
★ Data Cloud Consultant
★ Salesforce Data Architect
★ Agentforce Specialist
Salesforce AI Associate
Marketing Cloud Consultant
CRM Analytics & Einstein
Tableau Desktop Specialist
This document is confidential and intended for internal recruitment use only.
Location
DGS India - Pune - Indiqube Orchid
Brand
Merkle
Time Type
Full time
Contract Type
Permanent
