Description

You will lead the strategic optimization and technical architecture of Salesforce Service Cloud to align system capabilities with business objectives.

Responsibilities

• Define a strategic roadmap for Service Cloud optimization and process streamlining.
• Assess current workflows to identify processes to retain, adapt, or retire based on Salesforce best practices.
• Design scalable, maintainable solutions by mapping business processes to out-of-the-box Salesforce functionalities.
• Evaluate existing implementations, including integrations, data structures, and customizations, to resolve performance bottlenecks.
• Lead the execution of quick-win initiatives and long-term deployments in collaboration with IT and operations teams.
• Facilitate stakeholder workshops to gather requirements and drive user adoption through change management.

Required Skills

• 12+ years of experience in Salesforce architecture with a specific focus on Service Cloud.
• Deep expertise in Case Management, Knowledge Base, and Omnichannel features.
• Proficiency with Salesforce tools including Flow, Process Builder, and Apex.
• Proven experience in system integrations, data migration, and API development.
• Strong understanding of the Salesforce security model, including roles, profiles, and permissions.
• Demonstrated ability to lead Service Cloud transformations and gap analyses.
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Ability to translate complex customer service workflows into technical requirements.

Preferred Skills

• Experience with Salesforce Data Cloud.
• Master’s degree in a technical field.

Key Skills

Education

Bachelor’s degree in computer science, Information Technology