Systems Integration Senior Specialist

Systems Integration Senior SpecialistNTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.Job Description: Day to Day Job Duties:Design, configure, develop, and support Salesforce Service Cloud solutions for enterprise customer service operations, with a focus on customer service excellence and agent productivity.Implement and enhance Service Cloud capabilities including Service Console, Omni-Channel routing, Case Management, Email-to-Case, Knowledge Management, entitlement processes, service contracts, SLA tracking, escalation rules, and customer support workflows.Build and optimize Agentforce and AI-assisted service workflows to automate case handling, generate agent recommendations and summaries, streamline service operations, and improve service agent productivity.Configure and deploy conversational bots, including Einstein Bots and Agentforce-powered bots, by designing conversational flows, dialog management, NLP-based intent recognition, API integrations, and seamless bot-to-live-agent handoff through Omni-Channel.Develop and maintain custom Salesforce functionality using Apex Classes, Triggers, Lightning Web Components (LWC), Visualforce Pages, Flows, validation rules, page layouts, roles, profiles, sharing rules, workflows, and Process Builder where applicable.Integrate Salesforce with external platforms using REST/SOAP APIs, AWS services, CTI connectors, middleware tools, Platform Events, and GraphQL APIs to support real-time communication and efficient data exchange.Design and maintain Service Cloud reports and dashboards to monitor KPIs such as case resolution time, agent performance, SLA compliance, bot performance, and customer satisfaction.Support deployment lifecycle activities using Copado and Change Sets, including release planning, environment coordination, validation, and post-deployment support.Perform data migration, cleansing, and quality checks using Apex Data Loader and ETL tools to support implementation, enhancement, and operational activities.Collaborate with business stakeholders, architects, developers, QA teams, and cross-functional teams to manage deliverables, timelines, risks, and production support needs.Basic Qualifications:Minimum 5+ years of work experience in Salesforce.com projects, including Salesforce administration and application development.Minimum 3+ years of hands-on experience implementing Salesforce Service Cloud solutions for enterprise clients.Minimum 2+ years of experience with core Service Cloud features such as Service Console, Omni-Channel, Case Management, Email-to-Case, Knowledge Management, entitlement processes, SLA tracking, escalation rules, and service contracts.Minimum 2+ years of hands-on experience developing custom Salesforce solutions using Apex, Triggers, Lightning Web Components (LWC), Visualforce, Flows, and declarative automation tools.Minimum 2+ years of experience integrating Salesforce with external systems using REST/SOAP APIs, middleware tools, AWS, CTI connectors, Platform Events, or GraphQL APIs.Experience implementing or supporting Agentforce, Einstein Bots, or conversational AI solutions for customer service automation, bot-to-agent handoff, and service productivity improvements.Strong understanding of Salesforce security, data model, sharing model, governor limits, performance optimization, and scalable design practices.Experience with Salesforce deployment and release management using Copado, Change Sets, or equivalent DevOps tools.Experience with data migration, cleansing, and loading activities using Apex Data Loader or ETL tools.Excellent communication, stakeholder management, problem-solving, teamwork, and ability to work efficiently under pressure and within tight deadlines.Travel:As required by project and client needs.Degree:Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent work experience.Nice to Have; (But not a must)Salesforce Certified Service Cloud Consultant certification.Salesforce Administrator and/or Salesforce Platform Developer certification.Experience leading workstreams, mentoring team members, and coordinating project deliverables across cross-functional teams.