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SERVICES CLOUD & CONTACT CENTER CONSULTANT - SALESFORCE

Black Financial Consult $195K–$390K/yr

Jun 24
Remote salesforce Senior (5-10 yrs) Contractor
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About the role

The consultant will implement and configure Salesforce Service Cloud solutions to transform customer service operations. They will also design support workflows, optimize contact center processes, and facilitate user training.

What they look for

Salesforce Service Cloud Case Management Omni-Channel Contact Center Optimization Knowledge Base Live Chat Service Console Telephony Integration Workflow Design Performance Dashboards User Adoption Training Consulting Customer Service Operations

Requirements

Candidates must have 4-8+ years of Salesforce consulting experience with a strong background in Service Cloud implementations. Excellent communication skills and a deep understanding of customer service operations and contact center technologies are required.

Full description

This is a remote position.

BFCG is seeking a Service Cloud & Contact Centre Consultant to help clients transform customer service operations through Salesforce Service Cloud, case management, omni-channel support, and contact center optimization.

Key Responsibilities

  • Implement and configure Salesforce Service Cloud
  • Design customer support workflows and case management processes
  • Configure Omni-Channel, Knowledge Base, Live Chat, and Service Console
  • Optimize contact center operations and service delivery processes
  • Develop service performance dashboards and reporting
  • Support integration with telephony and third-party customer support systems
  • Facilitate user adoption and training

Requirements

  • 4–8+ years Salesforce consulting experience
  • Experience implementing Service Cloud solutions
  • Strong understanding of customer service operations
  • Knowledge of contact center technologies
  • Salesforce Service Cloud Certification preferred
  • Excellent client-facing communication skills

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