Salesforce Service Cloud +Agentforce -Senior Associate
PwC Acceleration Center India
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Job Description
Join our Acceleration Center India and help shape the future of business for our diverse client portfolio across geographies and jurisdictions. You’ll work at the heart of global teams across Advisory, Assurance, Tax and Business Services—solving real client challenges through connected collaboration. We’ll help you grow your skills so you can go further. With hands-on learning, cutting-edge tools and an inclusive culture, this is your opportunity to do inspiring work that makes a difference—every day.
As a Salesforce Service Cloud +Agentforce - Senior Associate, you will engage with clients to deliver tailored Salesforce solutions that enhance their business processes and customer interactions. Within our Technology Consulting practice, you will leverage your skills to navigate complex client environments, providing strategic insights and innovative solutions that align with their objectives. This role offers the chance to work directly with clients, building meaningful relationships and understanding their unique needs to deliver impactful results.
As a Senior Associate, you will develop your personal brand and technical skills while mentoring junior team members. You will analyze complex problems, anticipate client needs, and guide others through ambiguity to deliver quality work. Your role will involve using a broad range of tools and methodologies to generate new ideas and solve problems, all while maintaining professional and technical standards.
In this role at PwC Acceleration Center India, you will have the opportunity to deepen your understanding of the business context and how it is evolving. You will be expected to interpret data to inform insights and recommendations, contributing to the delivery of client solutions and the firm's overall business strategies.
Responsibilities
- Analyzing complex business requirements to design and implement Salesforce Service Cloud solutions
- Collaborating with clients to understand their needs and provide tailored Salesforce consulting services
- Leading the integration of Salesforce Service Cloud with existing enterprise systems to enhance functionality
- Developing and maintaining project architecture and budgeting plans for Salesforce implementations
- Utilizing Salesforce Lightning to customize and optimize user interfaces for improved client engagement
- Creating and delivering training materials to support client adoption of Salesforce technologies
- Conducting implementation research to identify emerging technologies and innovative design opportunities
- Managing systems project management tasks to validate timely delivery of Salesforce solutions
- Providing technical consultation and support for Salesforce administration and technology integration
- Facilitating business process modeling to streamline operations and improve service delivery
- Engaging in business model development to align Salesforce solutions with client objectives
- Supporting the development of enterprise software strategies to drive technology innovation and integration
- At least a Bachelor's degree
- At least 3 years of experience
- Oral and written proficiency in English required
- Preference for at least one of the following fields of study: Computer and Information Science, Management Information Systems
- At least one of the following: Salesforce Certified Administrator; additional Salesforce certifications such as Business Analyst, Advanced Administrator, Platform App Builder, or other role-relevant Salesforce Cloud certifications
- Demonstrating proficiency in Salesforce Service Cloud and Salesforce Lightning· Hands-on experience with Lightning Web Components (LWC) and Apex development.
- Implementation experience with Salesforce Service Cloud, including case lifecycle management, knowledge base, and entitlement frameworks.
- Experience configuring Omni-Channel routing, service console layouts, and live messaging.
- Utilizing analytical thinking to solve complex business challenges
- Excelling in developing training materials for Salesforce applications
- Embracing change and emerging technologies in client engagements
- Implementing technology solutions with a focus on enterprise integration
About The Company
PwC Acceleration Center India
PricewaterhouseCoopers Service Delivery Center, Kolkata (PwC SDC, Kolkata) and PricewaterhouseCoopers Service Delivery Center, Bangalore (PwC SDC, Bangalore) are now PwC Acceleration Centers in India. The Acceleration Centers in India enable PwC territories across the world in growth and operational excellence by providing high quality services. We currently have offices in Kolkata, Hyderabad, Mumbai and Bangalore. Acceleration Centers (ACs) are PwC’s diverse, global talent hubs focused on enabling growth for the organization and value creation for our clients. The ACs serve as global competency centers providing the PwC network with scale, talent, skills and a platform for innovation and client service excellence. The ACs are integral to achieving PwC purpose solving important problems - by mobilizing the best capabilities worldwide to address our stakeholders’ most important needs. An optimal combination of people and technology, PwC ACs help unlock opportunities for our clients and our people. They help make more possible. At PwC Acceleration Centers in India, our people are at the front and center of the AC mission of creating value through global talents working together. We are proud to be working with some of the best minds in the country and many more. They have breadth and depth of competencies that help the global network take on challenging engagements.
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