Senior Salesforce Service Cloud Engineer

This is a fully remote position, open to applicants in Portugal, +1 more country.

📋 Description

• Take ownership of the Salesforce Service Cloud architecture, governance, and long-term strategic plan.

• Design and implement scalable processes for case management, encompassing routing, queues, SLAs, and escalations.

• Establish and oversee SLA frameworks, entitlements, and track support performance.

• Identify inefficiencies, gaps, and potential areas for improvement.

• Diagnose issues, conduct root cause analysis, and manage problems until resolution.

• Test modifications in sandbox environments and roll them out to production.

• Define and execute a strategic plan for integrating AI capabilities into Service Cloud.

• Implement AI-assisted case classification, routing, and prioritization.

• Develop tools to assist agents, including suggested responses and knowledge recommendations.

• Automate repetitive support interactions using chatbots or self-service options.

• Generate predictive insights regarding case volume, SLA risks, and likelihood of escalations.

• Collaborate with Service and Product teams to build data foundations for AI-driven workflows.

• Assess and implement Salesforce Einstein or other AI-enabled tools.

• Promote the adoption of AI features to enhance efficiency, response quality, and customer satisfaction.

• Manage relationships with stakeholders across both business and technical teams.

• Present an assessment task to an interview panel.

⛳️ Requirements

• Extensive experience in technical and project management roles within Salesforce Service Cloud.

• Proven experience in building or significantly restructuring Service Cloud setups (0→1 or transformation).

• Must hold a Salesforce Certified Platform Administrator credential; certificate must be attached or the application will not be considered.

• Must possess the ability to confidently communicate in English with technical terminology.

• Demonstrated experience as the primary Service Cloud owner or lead.

• Strong expertise in case management design, automation (Flows), routing logic, and SLA frameworks.

• Experience with integrating and managing system connections, such as Tableau and Netsuite.

• In-depth understanding of customer support operations and ticket lifecycle management.

• Strong grasp of data structure, governance, and process standardization.

• Ability to work independently and drive initiatives from start to finish.

• Excellent stakeholder management and communication skills across business and technical teams.

• Experience or a keen interest in AI-driven support solutions and automation.

• Salesforce Certified Agentforce Service Consultant certification is desirable.

• Experience in a scaling or high-growth environment is a plus.

• Must have the legal right to work in the country where the role is based.

• Evotix is unable to provide visa sponsorship.

🏝️ Benefits

• Competitive base salary.

• Company-based performance bonus.

• Unlimited Annual Leave.

• Employee Assistance Program, including mental health, legal, and financial guidance.

• Educational benefits.

• Regular team events.

• Inclusive work environment.

• Reasonable adjustments available at any stage of the interview process.