Salesforce Specialist

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

📋 Description

• Facilitate discovery sessions with Operations and Patient Experience, converting journeys into functional specifications (bot flows, menu trees, routing, queues, outbound messaging) while maintaining a prioritized functional roadmap and backlog.

• Design and define solutions within Service Cloud: Cases, queues, Omni‑Channel, macros, quick texts, console, and Einstein for Service.

• Specify and validate flows in Einstein Bots and Digital Engagement (conditional logic, integration with native objects and external systems, exception handling).

• Create WhatsApp templates, ensuring compliance with the Meta & Salesforce approval process.

• Prepare technical-functional specifications and develop (Flows, Apex, LWC).

• Serve as the technical contact point for partners and Salesforce Support: managing cases, reproducing bugs, and validating fixes.

• Conduct UAT with operations, provide training, and document processes.

• Evaluate the impact of changes in the organization and oversee production governance (risk, RFCs, release windows, sandboxes, and deployments).

• Track messaging efficiency and costs (bot containment, cost per conversation) and suggest optimizations.

• Manage access and security (profiles, permission sets, sharing, field‑level security) in accordance with LGPD.

⛳️ Requirements

• Over 5 years of experience with Salesforce, including more than 3 years in a functional/consultative capacity.

• Extensive knowledge in Service Cloud: Cases, queues, Omni‑Channel, Entitlements/SLA, console.

• Practical experience with Digital Engagement (Messaging for WhatsApp) — channel configuration, templates, messaging sessions.

• Familiarity with Einstein Bots: dialogue design, variables, and invoking Flows/Apex from the bot.

• Expertise in Flow Builder (record‑triggered flows, screen flows, subflows, error handling).

• Ability to interpret SOQL and comprehend Apex concepts and API integrations.

• Experience in gathering requirements and conducting UAT with operational teams independently.

• Proven track record of opening and managing cases with Salesforce Support (including bug escalation).

• Possession of Salesforce Administrator and App Builder certifications.

🏝️ Benefits

• Health and dental coverage for you and your dependents.

• Pharmacy benefit: up to 40% off on medications.

• Meal package: meal allowance / food voucher (VA/VR).

• For your physical and mental health: GymPass / TotalPass / life insurance.

• For your personal development: discounts at partner educational institutions.

• Transportation voucher for on-site roles.

• Additionally, our headquarters features a balcony with a view of one of the city's iconic landmarks for our Beepers to enjoy.