Salesforce Service Cloud Specialist

We are looking for a Salesforce Service Cloud Specialist to join our team.

Who has a passion for Salesforce Service Cloud solutions, with a strong understanding of customer service processes and system integrations. We are seeking someone who has a desire to improve service operations and enhance user experience through innovative Salesforce solutions.

In this position, you will use your expertise in Salesforce configuration, project management, and service process design, and will take full ownership of designing, managing, and delivering Salesforce Service Cloud projects to improve efficiency, automate processes, and ensure seamless integration with business systems.

Your Impact & Responsibilities

• Solution Ownership: Act as the subject matter expert (SME) and primary point of contact for Salesforce Service Cloud-related solutions within the organization.
• Project Management: Lead the design, planning, and execution of Salesforce Service Cloud projects. Ensure projects are delivered on time, within scope, and on budget.
• Design and Configuration: Work closely with business stakeholders to understand requirements, design customized Salesforce Service Cloud solutions, and configure the platform to meet business needs, enhance productivity, and drive user adoption.
• Collaboration and Leadership: Work closely with Salesforce admins, developers, and other teams to ensure successful integration and delivery of Service Cloud projects.
• Stakeholder Management: Engage with internal teams, including Sales, Customer Service, and IT, to gather requirements and ensure the solution aligns with business objectives.

Your Knowledge & Skills

• 2+ years of experience as a Salesforce Service Cloud Specialist or in a similar Salesforce-based role.
• Strong experience in designing, configuring, and implementing Salesforce Service Cloud solutions.
• Strong project management skills, including experience managing multiple projects from start to finish.
• Solid understanding of Salesforce features, including case management, Entitlements, Experience Cloud (Community Cloud), omnichannel, Chat, Survey and Service AI tools.
• Experience with Salesforce administration, configuration, Flows and integration with other systems.
• Ability to collaborate effectively across multiple departments.
• Strong problem-solving skills and the ability to manage multiple tasks simultaneously.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Salesforce certifications such as Salesforce Service Cloud Consultant or Administrator (preferred).
• Familiarity with Agile project management methodologies.

Preferred Qualifications:

• Experience working in a large enterprise environment.
• Experience with Copado CI/CD, Certinia, Qualtrics, Coveo, AWS Connect – is a plus.
• Previous experience with Salesforce integrations, particularly with third-party systems in customer service or support environments.