Salesforce Service Cloud Specialist

Salesforce Service Cloud Specialist (P837)

About Us:

As a Senior Salesforce Service Cloud Specialist at Kenility, you’ll join a tight-knit family of creative developers, engineers, and designers who strive to develop and deliver the highest quality products into the market.

 

Technical Requirements:

  • Bachelor’s degree in Computer Science, Software Engineering, or a related field.
  • More than four years of practical experience managing and configuring Salesforce environments.
  • Deep understanding of Salesforce platform architecture, security models, and data structures.
  • Skilled in SOQL and knowledgeable in Lightning Web Components (LWC) development.
  • Holds certifications such as Advanced Administrator, Service Cloud Consultant, Agentforce Specialist, among others.
  • Proven ability in configuring Flows, validation rules, and implementing effective automation strategies.
  • Hands-on experience with Salesforce Einstein tools including Service Analytics, Service Intelligence, chatbots, and case classification.
  • Familiarity with Agentforce Studio components like Agent Builder and Prompt Builder, and experience in Retrieval-Augmented Generation (RAG) implementations.
  • Strong verbal and written communication skills to interface with both technical and business teams.
  • Analytical mindset with strong problem-solving capabilities.
  • Detail-oriented with a focus on maintaining comprehensive documentation.
  • Team-oriented with the flexibility to adapt in dynamic environments.
  • Committed to ongoing learning and staying current with platform innovations.
  • Minimum Upper Intermediate English (B2) or Proficient (C1).

 

Tasks and Responsibilities:

  • Manage and enhance Salesforce Service Cloud for enterprise-level organizations with large datasets and user bases.
  • Configure components such as Omni-Channel routing, IVRs, assignment rules, Flows, and automation features.
  • Utilize Salesforce Einstein tools to implement AI-driven solutions like chatbots, case classification, Service Analytics, and AI Voice.
  • Develop dashboards, generate reports, maintain technical documentation, release notes, and in-app user guides.
  • Employ DevOps methodologies and Agile best practices, including CI/CD pipelines.
  • Work collaboratively with cross-functional teams to transform business requirements into scalable solutions.

 

Soft Skills:

  • Responsibility
  • Proactivity
  • Flexibility
  • Great communication skills