Associate Director - Salesforce Service and Experience Cloud

Role Overview:

The Salesforce Service & Experience Cloud Consultant will design, implement, and optimize solutions using Salesforce Service Cloud and Experience Cloud to deliver exceptional customer service and engagement. This role involves configuring case management, knowledge base, omni-channel routing, and building branded customer/partner portals.

Key Responsibilities –

• Understand service processes and translate them into Salesforce solutions.

• Document functional requirements and create solution design.

• Map requirements with OOB features and identify need for customization

• Guide clients to make buy vs build decisions.

• Prepare Solution design, System Architecture and Entity Relationship Diagram

• Configure Service Cloud features such as Case Management, Knowledge, Omni-Channel, Entitlements, Digital Engagement, Chat Bots and CTI.

• Implement field Service and Survey’s

• Implement App Exchange products such as products such as CTI (Nice Incontact / TalkDesk etc), Survey Monkey, OwnBackup

• Create reports and dashboards as per client requirement.

• Configure Single Sign on

• Identify integration requirements and suggest approach

• Build and customize Experience Cloud sites for customers and partners.

• Configure Experience Cloud features such as Experience Builder, Customer Service, Partner Central, Self-Service Portals, Knowledge and Chatter

• Customize Experience Cloud templates for branding and usability.

• Ensure responsive design and accessibility across devices.

• Prepare configuration runbooks and guide development team

• Conduct user training sessions and create documentation

Required Skills & Qualifications:

• 10 plus Years of Experience in Salesforce with Strong understanding of Service and experience Cloud

• Must have done more than two end to end implementations of Service and Experience Cloud.

• Hands on experience on OOB features of Service and Experience Cloud

• Hands on experience on various automation features such as flows.

• Strong Knowledge of Apex and LWC

• Knowledge of Single Sign on

• Knowledge of integrations with NetSuite and ERP with REST/SOAP APIs and middleware such as MuleSoft, Boomi

• Knowledge of Agentforce

• Excellent communication skills

Certifications:

• Service Cloud Consultant

• Experience Cloud Consultant

• Agentforce Specialist (Desirable)

• Salesforce Certified Application Architect (Desirable)

• Platform Developer I & II (Desirable)

• Integration Architecture Designer (Desirable)

Nice-to-Have:

• Agentforce Specialist

About Riveron:

At Riveron, we partner with clients—from global multinationals to high-growth private entities—to solve complex finance challenges, guided by our DELTA values: Drive, Excellence, Leadership, Teamwork, and Accountability. Our entrepreneurial culture thrives on collaboration, diverse perspectives, and delivering exceptional outcomes. We are committed to fostering growth, both for our clients and our people, through mentorship, integrity, and a client-centric approach. This inclusive environment offers flexibility, progressive benefits, and meaningful opportunities for impactful work that supports well-being in and out of the office.

Check us out on social media:

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Riveron Consulting is an Equal Opportunity Employer and believes that we are stronger together through our diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law.

Full time roles are eligible for a full range of benefits including medical, dental, and vision insurance, 401(k) with company match, and PTO. A complete description of all available benefits can be found at Riveron's Benefits page at https://riveron.com/riveron-life/. Contract roles are not eligible for benefits.

Fraud Alert

Please beware of fraudulent schemes or impersonations when going through the job application process. A Riveron employee will never recruit via text or extend unsolicited employment offers. Additionally, a Riveron employee will never ask you to exchange money or purchase anything as part of the recruiting process.

Artificial intelligence (AI) tools are used to support the hiring process in screening, assessing, and/or selecting applicants for this position. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.