Salesforce Service Cloud

 

Job Description

Salesforce Business Consultant

Req ID GH 10734 Location Any Xebia Office
Experience 6.0 – 14.0 Years Engagement

Type TPC & FTE

Budget 35 LPA Domain Salesforce Service Cloud
What We Are Looking For
We are looking for a consultant who can think beyond requirements and understand the underlying
business problem — equally comfortable discussing customer service processes with business
stakeholders, refining user stories with Product Owners, and clarifying functional requirements with
developers. Strong communication skills, business understanding, curiosity, and a consultative mindset
are valued more highly than certifications.
About the Role
Xebia is seeking a highly motivated and business-oriented Salesforce Service Cloud Functional Consultant to
support the delivery of large-scale customer service transformation programs. This role combines business
analysis, solution consulting, and functional design responsibilities, serving as a critical link between business
stakeholders and Salesforce delivery teams.
The ideal candidate possesses strong communication and stakeholder management skills, a solid understanding
of customer service operations, and hands-on experience translating business requirements into scalable
Salesforce Service Cloud solutions, working closely with Product Owners, Solution Architects, Developers, QA
teams, and business stakeholders. This is not a configuration-heavy administrator role — it is a consulting-
focused position requiring strong business acumen, problem-solving skills, and the ability to bridge business
objectives with Salesforce platform capabilities.
Key Responsibilities
Business Analysis & Requirements Management
• Conduct requirement gathering workshops and stakeholder interviews
• Analyze existing business processes and identify opportunities for improvement
• Document business requirements, process flows, use cases, user stories, and acceptance criteria
• Translate business needs into clear and actionable functional requirements
• Support backlog creation, refinement, and prioritization activities
• Ensure requirements are complete, testable, and aligned with business objectives
Salesforce Functional Solution Design
• Design Salesforce Service Cloud solutions aligned with business requirements and platform best practices
• Recommend configuration-first approaches before custom development
• Define case management, routing, automation, SLA, and service process requirements
• Create functional design documentation and process flows
• Collaborate with architects to ensure solutions remain scalable and maintainable
• Participate in solution reviews and design discussions
Customer Service Process Consulting
Support design and optimization of: Case Management, Complaint Management, Refund & Exchange

Processes, Omnichannel Service, Contact Center Operations, Knowledge Management, Customer
Communications, Service Automation, Loyalty-Aware Service Processes, Customer Feedback Programs, Self-
Service Experiences, and AI-Assisted Service Operations.
Agile Delivery Support
• Participate in sprint planning, backlog grooming, reviews, and retrospectives
• Clarify requirements for development teams throughout the sprint lifecycle
• Review completed functionality against requirements
• Support effort estimation activities
• Identify functional dependencies and implementation risks
• Work closely with offshore and distributed delivery teams
Developer Collaboration & Testing Support
• Act as the primary functional point of contact for Salesforce developers
• Explain business context behind requirements and review technical solutions from a business perspective
• Create and review test scenarios and test cases; support SIT and UAT activities
• Validate delivered functionality against acceptance criteria and support resolution of functional defects
Stakeholder Engagement & Documentation
• Facilitate workshops with business and operational teams; present proposed solutions and process
recommendations
• Build trusted relationships with stakeholders at various levels
• Create and maintain BRDs, FDDs, User Stories, Process Flows, Wireframes/Screen Mockups, Data Mapping
Documents, Training Materials, and UAT Documentation
Required Experience
• 5–10 years of experience as a Business Analyst, Functional Consultant, or Solution Consultant
• Minimum 3 years of Salesforce Service Cloud experience
• Experience working in Agile delivery environments
• Experience supporting end-to-end Salesforce implementation projects
• Experience working directly with business stakeholders and development teams
Domain Experience
Strong experience in one or more of: Customer Service, Contact Centers, CRM Transformation, Retail, Hospitality,
Travel Retail, Consumer Services, Loyalty Programs, or Customer Experience Programs.
Required Skills
Salesforce Knowledge:
Service Cloud, Case Management, Queues and Routing, Omni-Channel, Knowledge Management, Service
Console, Flows and Automation, Reports and Dashboards, Security and Access Controls.
Business Analysis Skills:
Requirements Elicitation, User Story Creation, Process Mapping, Gap Analysis, Workshop Facilitation,
Acceptance Criteria Definition, Functional Documentation, Stakeholder Management.
Communication & Consulting Skills:
• Exceptional verbal and written communication skills
• Ability to engage confidently with business stakeholders
• Strong presentation and facilitation skills; ability to simplify complex concepts
• Strong business acumen, structured problem-solving, and attention to detail
Tools & Documentation: Jira, Confluence, Lucidchart / Visio, Microsoft Office Suite, Miro or equivalent
collaboration tools.

Preferred Experience
• Salesforce Service Cloud implementations
• Contact Center modernization programs
• Omnichannel service implementations
• Experience Cloud projects
• Agentforce and AI-enabled service programs
• Integration-heavy Salesforce implementations
• Global delivery programs
Certifications (Good to Have)
• Salesforce Administrator
• Salesforce Service Cloud Consultant
• Salesforce Business Analyst
• Salesforce AI Associate
• Certified Scrum Master (CSM)
• Agile Business Analyst Certifications
Key Success Measures
• Delivery Excellence: requirement quality and completeness, reduced development rework, sprint readiness
and backlog quality
• Stakeholder Satisfaction: positive feedback from business stakeholders, effective workshop facilitation,
timely requirement clarification
• Solution Quality: alignment of delivered functionality with business requirements, adoption of Salesforce
best practices, scalable and maintainable solution designs
• Team Collaboration: strong partnership with architects and developers, effective communication across
distributed teams