Consultor/a Salesforce Service Cloud

This is a fully remote position, open to applicants in Spain.

📋 Description

• Involvement in the implementation of Salesforce Service Cloud projects, from gathering requirements and functional design to configuration, testing, and production deployment.

• Implement digital and conversational channels (WhatsApp, MIAW).

• Design workflows with Chatbots (Einstein Bots / Agentforce) to automate customer service and agent escalation.

• Configure intelligent routing using Omni-Channel.

• Manage support operations through Email-to-Case, assignment rules, and Flow Builder.

• Set up service level agreements (SLAs) and contract management using Entitlements and Milestones.

• Customize the Service Console, case views, macros, and declarative automations using Flow Builder.

• Participate in integration testing and support UAT phases.

• Conduct deployments and provide technical training to key users.

• Collaborate on multicloud projects within the Salesforce ecosystem.

⛳️ Requirements

• A minimum of 2 years of hands-on experience actively participating in Salesforce Service Cloud implementation projects.

• Proven expertise in configuring Entitlements, SLAs/Milestones, Email-to-Case, and automatic case assignment rules.

• Solid experience with Omni-Channel (case routing and messaging sessions) and customizing the Service Console.

• Proficiency in Flow Builder, Lightning App Builder, and validation rules.

• Native Spanish speaker with professional fluency in English (B2/C1, capable of technical and business conversations).

• Experience with implementations using Agentforce.

• Demonstrable experience in telephony integrations and CTI solutions (Amazon Connect, Genesys Cloud, Five9, Aircall, etc.) or Service Cloud Voice.

• Official Salesforce certifications: Service Cloud Consultant, AI Associate / AI Specialist, or Salesforce Administrator.

• Knowledge of complementary messaging (SMS, Facebook Messenger) and Salesforce Knowledge.

• Practical experience in configuring at least one digital channel (WhatsApp, MIAW/Web Chat) and designing workflows in Chatbots (Einstein Bots).

🏝️ Benefits

• 100% remote work model.

• Flexible working hours.

• 22 vacation days + 2 personal days.

• Company-provided training and career development plan.

• Access to relevant industry events and conferences.

• Permanent contract.

• Stability and a positive work environment.

• Competitive salary.

• Access to group company benefits.

• Flexible compensation and additional benefits.