NEWPosted 3 hours ago
Job ID: JOB_ID_5807
Job Summary:
We are seeking a skilled Salesforce Service Cloud Engineer with a strong focus on integration to join our team. This role is crucial for enhancing our customer service capabilities by leveraging the full potential of Salesforce Service Cloud within a complex enterprise environment.
Key Responsibilities:
- Deliver robust Salesforce solutions, with a primary emphasis on Service Cloud, for intricate enterprise-level projects.
- Deeply understand and implement Service Cloud features, including omnichannel routing, digital engagement channels, Agentforce, case management workflows, and contact center operations.
- Collaborate closely with Salesforce product and account teams to align solutions with product roadmaps and available features.
- Manage and interpret enterprise data models, business metrics, and Key Performance Indicators (KPIs) within Salesforce, specifically for service and agent performance reporting.
- Analyze contact center performance, focusing on agent productivity, case lifecycle management, customer interaction effectiveness, and Service Level Agreement (SLA) adherence.
- Perform hands-on integration of Salesforce with enterprise data platforms and services, such as Snowflake, utilizing both batch and real-time integration patterns.
- Gain exposure to event-driven architectures and real-time integrations using technologies like Kafka.
- Work with scalable and secure architectures that integrate Salesforce with broader enterprise technology stacks, including Java, Spring Boot, and various APIs.
- Effectively collaborate with internal development teams, multiple System Integrators (SIs), and third-party vendors to ensure seamless project execution.
- Utilize strong communication and stakeholder management skills to bridge the gap between business requirements, Salesforce administrators, developers, data engineers, and analytics teams.
Qualifications:
- Bachelor’s degree in Computer Science, Information Systems, or a related technology field, or equivalent practical experience.
- Minimum of 4 years of experience in delivering Salesforce solutions, with a significant focus on Service Cloud in enterprise settings.
- Expertise in Service Cloud capabilities, including omnichannel routing, digital channels, Agentforce, case management, and contact center operations.
- Proven experience working with Salesforce product and account teams, understanding SKUs, features, and roadmap capabilities.
- Experience with enterprise data models, business metrics, and KPIs within Salesforce, particularly for service and agent performance reporting.
- Proficiency in contact center analytics, including agent productivity, case lifecycle management, customer interactions, and SLA performance.
- Hands-on experience integrating Salesforce with enterprise data platforms and services (e.g., Snowflake) using batch and real-time patterns.
- Exposure to event-driven architectures and real-time integrations (e.g., Kafka).
- Exposure to scalable, secure architectures integrating Salesforce with enterprise tech stacks (e.g., Java, Spring Boot, APIs).
- Ability to collaborate effectively across internal development teams, SIs, and third-party vendors.
- Strong communication and stakeholder management skills.
Personal Attributes:
- Acknowledge choice and take personal responsibility.
- Possess an entrepreneurial spirit and drive for results.
- Communicate with honesty and kindness.
- Lead with courage and embrace challenges.
- Foster connection by putting people first and building trust.
- Integrate fun and joy into work.
Compensation & Location
Salary: $60 – $80 per year
Location: Seattle, WA
Recruiter / Company – Contact Information
Email: it.pal@nvish.com
Recruiter Notice:
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