Lead the design, configuration, and continuous improvement of Salesforce Service Cloud for global customer operations
Serve as the functional and strategic owner of Service Cloud capabilities — including Case Management, Entitlements, Knowledge, CTI, Omni-Channel, and more
Translate complex business requirements into scalable, best-practice Salesforce solutions
Drive the development of advanced case routing, SLA automation, and escalation workflows
Optimize and expand self-service, knowledge base, and community support channels
Champion the use of Einstein features, including bots, recommendations, and analytics for smarter service delivery
Collaborate with Product, Engineering, Customer Care, and IT to ensure roadmap alignment and delivery
Act as a lead analyst and mentor to junior BSAs and support team members
Develop and maintain dashboards, health checks, and KPI reports to track performance and outcomes
Support and contribute to omnichannel service strategies (chat, phone, email, social)
Evaluate and implement 3rd party solutions and Salesforce managed packages to extend platform functionality
Own change management, documentation, testing, and training to support end-user adoption
Stay ahead of Salesforce platform innovations and drive proof of concepts (POCs) to evaluate potential impact

Requirements

10+ years of experience as a Business Systems Analyst or Functional Consultant on the Salesforce platform
5+ years of hands-on experience with Salesforce Service Cloud (including Case Management, Knowledge, Entitlements, Milestones, CTI, Chat)
Proven expertise configuring Salesforce using Flows, Validation Rules, Omni-Channel, Page Layouts, and Permission Sets
Strong familiarity with Einstein, Prompt Builder, and Agentforce
Excellent communication skills: ability to translate technical solutions into business value
Strong project and stakeholder management abilities
Experience working in Agile/Scrum environments with product and engineering teams
Salesforce Administrator Certification
Bachelor’s degree in Business, Computer Science, MIS, or related technical field
Preferred: Salesforce Advanced Admin, App Builder, or Experience Cloud certifications
Experience with integration platforms and APIs
Familiarity with CPQ, Quote-to-Cash, or Subscription Billing platforms
Background in SaaS or global customer operations environments

Benefits

Flexible remote or hybrid work model
Culture of continuous learning and Salesforce certification support
Collaborative team with a passion for delivering exceptional customer experiences

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Salesforce Service CloudCase ManagementKnowledge ManagementEntitlementsCTIOmni-ChannelSalesforce FlowsValidation RulesPage LayoutsPermission Sets

Soft Skills

communication skillsproject managementstakeholder managementmentoringcollaboration

Certifications

Salesforce Administrator CertificationSalesforce Advanced AdminSalesforce App BuilderSalesforce Experience Cloud