SERVICES CLOUD & CONTACT CENTER CONSULTANT - SALESFORCE

This is a remote position.

BFCG is seeking a Service Cloud & Contact Centre Consultant to help clients transform customer service operations through Salesforce Service Cloud, case management, omni-channel support, and contact center optimization.

Key Responsibilities

• Implement and configure Salesforce Service Cloud
  
• Design customer support workflows and case management processes
  
• Configure Omni-Channel, Knowledge Base, Live Chat, and Service Console
  
• Optimize contact center operations and service delivery processes
  
• Develop service performance dashboards and reporting
  
• Support integration with telephony and third-party customer support systems
  
• Facilitate user adoption and training
  

• 4–8+ years Salesforce consulting experience
  
• Experience implementing Service Cloud solutions
  
• Strong understanding of customer service operations
  
• Knowledge of contact center technologies
  
• Salesforce Service Cloud Certification preferred
  
• Excellent client-facing communication skills