SERVICES CLOUD & CONTACT CENTER CONSULTANT - SALESFORCE
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