Key Facts

Remote From:

Brazil

Freelance

Senior (5-10 years)

English

Hard Skills

Other Skills

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Consulting
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Collaboration
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Communication
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Leadership
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Training And Development
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Teamwork
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Problem Solving

Roles & Responsibilities

Proven experience implementing Salesforce Service Cloud and Chat solutions across commercial and consumer contexts
Strong understanding of CRM processes, omni-channel case routing, and chat deflection strategies
Hands-on experience with Copado or equivalent Salesforce DevOps platforms
Salesforce Certifications (Service Cloud Consultant, Omni-Channel Supervisor, Chat Specialist) strongly preferred

Requirements:

Design and deliver scalable Salesforce Service Cloud and Chat solutions, including omni-channel and case management
Customize and integrate using Apex, LWC, and platform tools to meet business requirements
Advise stakeholders on best practices for chat workflows, agent enablement, and cross-cloud architecture
Enable DevOps with version control, pipelines, and automated deployments (Copado)

Encora Inc.

About Encora Inc.

Headquartered in Santa Clara, California, and backed by renowned private equity firms Advent International and Warburg Pincus, Encora is the preferred technology modernization and innovation partner to some of the world’s leading enterprise companies. It provides award-winning digital engineering services including Product Engineering & Development, Cloud Services, Quality Engineering, DevSecOps, Data & Analytics, Digital Experience, Cybersecurity, and AI & LLM Engineering. Encora's deep cluster vertical capabilities extend across diverse industries, including HiTech, Healthcare & Life Sciences, Retail & CPG, Energy & Utilities, Banking Financial Services & Insurance, Travel, Hospitality & Logistics, Telecom & Media, Automotive, and other specialized industries. With over 9,000 associates in 47+ offices and delivery centers across the U.S., Canada, Latin America, Europe, India, and Southeast Asia, Encora delivers nearshore agility to clients anywhere in the world, coupled with expertise at scale in India. Encora’s Cloud-first, Data-first, AI-first approach enables clients to create differentiated enterprise value through technology.

Company type: XLarge

Founded: 2018

Company size: 5001 - 10000

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Job description

Important Information

Location: Brazil
Job Mode: Full-time
Work Mode: Work from home

Job Summary

We are seeking a highly skilled and motivated Salesforce Service Cloud & Chat Consultant. This role combines deep expertise in Salesforce Service Cloud, chat-based customer engagement. The consultant will play a pivotal role in designing, implementing, and optimizing scalable Salesforce solutions. The ideal candidate is a hands-on problem solver who thrives at the intersection of technical delivery, solution architecture, and client advisory. This role requires strong collaboration skills, the ability to lead conversations with business and technical stakeholders, and a passion for delivering best-in-class customer service experiences.

Responsibilities and Duties

Design & Deliver scalable Salesforce Service Cloud and Chat solutions, including omni-channel and case management;
Customize & Integrate using Apex, LWC, and platform tools to meet business requirements;
Advise & Guide stakeholders on best practices for chat workflows, agent enablement, and cross-cloud architecture;
Enable DevOps by managing version control, pipelines, and automated deployments with Copado;
Support & Train users, ensuring adoption, data integrity, security, and compliance;
Stay Current with Salesforce releases and emerging capabilities.

Essential Skills

Proven experience implementing Salesforce Service Cloud and Chat solutions across commercial and consumer contexts;
Strong understanding of CRM processes, omni-channel case routing, and chat deflection strategies;
Hands-on experience with Copado or equivalent Salesforce DevOps platforms;
Salesforce Certifications (Service Cloud Consultant, Omni-Channel Supervisor, Chat Specialist) strongly preferred;
Ability to lead solutioning efforts and provide strategic guidance beyond code delivery.

Highly Desirable Skills

Experience with Agentforce, Data Cloud, and other advanced Salesforce products;
Familiarity with large-scale Salesforce migrations and multi-cloud integrations;
Ability to work effectively with onshore and offshore teams;
Prior consulting or partner-side experience with Salesforce delivery.

About Encora

Encora is the preferred digital engineering and modernization partner of some of the world’s leading enterprises and digital native companies. With over 9,000 experts in 47+ offices and innovation labs worldwide, Encora’s technology practices include Product Engineering & Development, Cloud Services, Quality Engineering, DevSecOps, Data & Analytics, Digital Experience, Cybersecurity, and AI & LLM Engineering.

At Encora, we hire professionals based solely on their skills and qualifications, and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.