Extensive experience with configuration and customization on the Salesforce Service Cloud platform
Authority-level experience defining the system architecture landscape, identifying gaps between current and desired end-states, and delivering comprehensive end-to-end solutions
Experience leading discovery sessions, defining business requirements, writing user stories, and providing detailed system and functional designs
Hands-on experience with Einstein in Salesforce Service Cloud (AI tooling) and integration-focused work
Requirements:
Lead discovery sessions, define business requirements, write user stories, and provide detailed system and functional designs
Define the system architecture landscape, identify gaps, and deliver comprehensive solutions enabling desired business outcomes
Configure and customize Salesforce Service Cloud features (Omni-Channel, Chat routing, case management, knowledge management) to meet business needs
Drive AI and integration initiatives, leveraging Einstein and related tooling within Service Cloud, and design useful system integrations
Job description
Salesforce Lead with Service Cloud Chat experience Remote is ok (PST time zone) Contract
U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor currently.
Core skills needed -
Candidate should comfortably be able to talk about OMNI-Channel, Chat routing, chat customizations, etc.
Strong LWC experience
Case Management
Knowledge Management
10+ years of experience in enterprise-level projects using agile software development methodologies
Extensive experience with configuration and customization on the Salesforce Service Cloud platform
Authority-level experience defining the system architecture landscape, identifying gaps between current and desired end-states, and delivering a comprehensive solution that will enable the achievement of the desired business outcomes
Experience leading discovery sessions, defining business requirements, writing user stories, and providing detailed system and functional designs
AI and Integration Focus: Must have hands-on experience with Einstein in Salesforce Service Cloud
Experience in detailing business processes and wire-framing system designs using process flow diagram tools, UML, sequence diagrams, etc. as well as making recommendations for future state-improved processes and system designs
Good to have
Key Einstein Tooling Including Agent Studio (Copilot) Prompt Builder, OOTB AI GenAI & Predictive Features (Case Classification, Predictive tooling, etc), structured and unstructured data, and embedding into systems, Experience Cloud (MIAW, Omni-Channel setup experience).
Some knowledge and experience on MIAW-(Messaging for In-App and Web provides your customers with a personalized messaging experience from your mobile
