Salesforce Service Cloud Specialist

Summary

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. The Concentrix Catalyst team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. Join us and be part of this journey towards greater opportunities and brighter futures. Concentrix is seeking an experienced Salesforce Service Cloud Admin/Specialist with a strong background in managing large-scale Salesforce environments and implementing innovative solutions to enhance operational efficiency.

Description

Salesforce Service Cloud Admin
4–6 years hands-on administering Salesforce Service Cloud with ≥1 million records and hundreds of active users, including permission set & role hierarchy design, release management, and org health monitoring. 
 

Must Have:
A deep understanding of the Salesforce CRM platform, including its architecture, limits, and data security models. Developers should be proficient in using declarative tools as well as custom code when necessary.

Omni Channel: Can configure Omni-Channel routing, assignment rules, macros. Experience with reports, dashboards, and automations. Reporting, automations, and case responsive optimization across channels 

Data Management and SOQL: Since Salesforce is data-centric, developers need to be proficient in SOQL (Salesforce Object Query Language) to query the database efficiently. A strong understanding of data modeling, including objects, fields, and relationships, is vital for designing scalable solutions. Developers should also be familiar with data migration and management best practices. LWCs experience should match. 

Expert use of flows, formula fields, validation rules, and assignment rules to meet complex requirements without over engineering.

Experience configuring and managing a Service Cloud Voice call center in Salesforce such as Amazon Connect, Natterbox, Vonage, Ring Central.

Documentation: Creates concise technical documentation, change sets, architecture and data flows as well as release notes, and in-app guidance.

Hands on experience configuring and deploying experience cloud sites

Nice To Have

Hands on experience configuring and deploying experience cloud sites

AI:

• Hands-On experience building and deploying an Agentforce agent 

• Hands-On experience building and deploying AI Voice

Einstein AI Tools: Production-grade experience with Salesforce products including: Service Analytics, Service Intelligence, enhanced chat bots, case classifications.

DevOps and Agile Methodologies: Familiarity with DevOps practices like continuous integration and continuous delivery (CI/CD) and Agile methodologies is becoming increasingly important for efficient development and faster releases.

Experience with deployment tools such as Salesforce Devops Center, Copado, Gearset

Certifications:

• Advance Administrator

• Salesforce Certified Agentforce Specialist

• Application Architect

• Experience Cloud

• Salesforce Certified Service Cloud Consultant

• Administrator

• Platform Developer 1

• Platform App Builder

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