Salesforce Service Cloud Expert - Remote

Overview

Riveron is seeking a highly skilled Salesforce Service Cloud Expert to enhance the agent experience within our Salesforce environment by leveraging advanced AI tools and Omni-Channel capabilities.

In Short

• Lead the configuration of Salesforce Service Cloud features.
• Utilize Gen AI and Einstein Co-Pilot for intelligent support experiences.
• Collaborate with stakeholders to translate business needs into technical solutions.
• Implement AI-driven workflows and Omni-Channel routing.
• Optimize Skills-Based Routing across multiple channels.
• Monitor and fine-tune routing using CRM Analytics dashboards.
• Conduct training sessions and document configuration decisions.
• 5+ years of experience in Salesforce Service Cloud.
• Strong communication and documentation skills.
• Salesforce certifications are a plus.

Requirements

• 5+ years of experience implementing Salesforce Service Cloud.
• Hands-on experience with Salesforce Gen AI features.
• Strong understanding of Einstein Co-Pilot and prompt template creation.
• Experience with Omni-Channel and Skills-Based Routing.
• Excellent communication and documentation skills.
• Ability to collaborate effectively with cross-functional teams.
• Salesforce certifications (e.g., Service Cloud Consultant) are a bonus.
• Experience with Einstein Bots or digital engagement tools is a plus.
• Background in support operations or contact center systems is preferred.

Benefits

• Opportunity to work with cutting-edge AI technology.
• Dynamic and forward-thinking work environment.
• Collaborative team culture.
• Professional development opportunities.
• Competitive salary and benefits package.