We are looking for a Salesforce Business Consultant with deep expertise in Service Cloud, capable of owning discovery, solution design, and delivery for complex customer service transformations. This role requires strong functional leadership, the ability to challenge requirements constructively, and the architectural maturity that comes with Salesforce Administrator and Service Cloud Consultant certification.

Key Responsibilities

• Lead discovery sessions with business and technical stakeholders to define service processes, KPIs, and operational needs.
• Design scalable solutions across Agentforce, Service Cloud, Omni-Channel, and Digital Engagement, ensuring alignment with platform best practices.
• Optimize contact center operations by defining routing strategies, agent workflows, and supervisor dashboards.
• Configure and prototype advanced Service Cloud features, including Flows, automations, Knowledge, and Case Management.
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