Position: Salesforce Service Cloud Functional Lead / Contact Centre
Location: Remote Work
Job Type: Contract Role
Job Description:
We are looking for a Salesforce Service Cloud Functional Lead to lead the functional design and delivery of enterprise Service Cloud solutions. The role focuses on translating contact center and service operations requirements into scalable Salesforce configurations and driving successful adoption.
Key Responsibilities:
Lead functional design for Service Cloud including Case Management, Service Console, Omni-Channel, CTI, Chat, and Messaging
Own contact centre functional workflows, SLAs, routing, escalations, and agent experience
Translate business requirements into Salesforce configurations and best practices
Partner with architects and developers on integrations and solution delivery
Support Service Cloud migrations and contact centre modernization initiatives
Guide reporting and analytics using Salesforce Reports and Dashboards
Lead UAT, training, and stakeholder workshops as a trusted advisor
Required Skills & Experience:
12+ years Salesforce experience with strong Service Cloud focus
Proven experience as a Service Cloud Functional Lead / Senior Consultant
Hands-on experience with contact centre and omni-channel service solutions
Strong understanding of Salesforce Service & Sales Cloud
Excellent communication and client-facing skills
Agile delivery experience
Nice to Have:
Contact centre transformation exposure
Salesforce Service Cloud Consultant certification
CRM Analytics / Tableau experience
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