Consultor/a Salesforce Service Cloud
Core
Lead autonomous implementations of Salesforce Service Cloud, managing customer service solutions from requirements gathering to production deployment.
Role type
Senior Salesforce Service Cloud Consultant
Builds
Customer service platforms, digital channels, and conversational automation flows
Domain
CRM / Customer Service / Cloud Computing
Required skills
Salesforce Service Cloud, Omni-Channel, Flow Builder, Lightning App Builder, SLA/Milestone management, Email-to-Case, Chatbot design (Einstein Bots/Agentforce)
Preferred skills
Agentforce implementation, CTI integrations (Amazon Connect, Genesys, Five9), SMS/Messenger channels, Salesforce Knowledge base
Technologies
Salesforce, Einstein Bots, Agentforce, Flow Builder, Omni-Channel, WhatsApp, MIAW
Responsibilities
Lead Service Cloud implementations from requirements to production; Configure digital channels and conversational flows; Set up intelligent routing and operational support; Parametrize SLAs and entitlements; Customize Service Console and declarative automations; Conduct integration testing, UAT support, and user training
Seniority
Senior, hands-on IC
