Salesforce Service Cloud Senior Functional Consultant

The Salesforce Service Cloud Senior Functional Consultant role is highly collaborative; will need to work closely with the Business analysts, Product Managers, and Developers teams to deliver quality solutions to our customers.

You will be responsible for understanding business requirements, designing solutions, and ensuring successful implementation and adoption of Salesforce Service Cloud functionalities.

Key Responsibilities:

• Collaborate with Business Analysts to gather and analyze business requirements related to customer service processes.
• Work closely with Product Managers to translate business needs into detailed technical specifications and user stories.
• Design and prototype Salesforce Service Cloud solutions, including but not limited to:
• Case Management: Automate and streamline the case lifecycle, including case routing, escalation, and resolution.
• Knowledge Management: Implement and maintain a robust knowledge base, ensuring it is accessible and up-to-date for both customers and agents.
• Omni-Channel Support: Configure and manage Omni-Channel routing to ensure efficient distribution of work across multiple channels (e.g., email, chat, phone).
• Service Cloud Voice: Integrate telephony solutions to provide seamless voice support within the Service Cloud console.
• Einstein AI & Analytics: Leverage Salesforce Einstein to implement AI-driven insights and predictive analytics to improve customer service.
• Service Cloud Console: Customize and enhance the Service Console for a unified agent experience, enabling quick access to customer data and case management tools.
• Coordinate with Development teams to ensure proper integration, customization, and automation within the Salesforce ecosystem.
• Facilitate workshops and training sessions to ensure smooth adoption and effective use of Service Cloud features across the organization.
• Conduct gap analysis and provide recommendations for process improvements and best practices in service delivery.
• Perform data migration, system configuration, and validation testing to ensure accuracy and completeness of implementation.
• Provide ongoing post-implementation support, troubleshooting, and optimization to enhance system performance and user satisfaction.
• Stay up-to-date with Salesforce Service Cloud releases and enhancements, ensuring the organization leverages the latest features and capabilities.

Qualifications/Skills:

• Bachelor's degree in Business, Computer Science, Information Technology, or a related field.
• 3+ years of experience as a Salesforce Functional Consultant or Administrator, with a focus on Service Cloud.
• Strong understanding of Salesforce Service Cloud features and best practices.
• Experience working with cross-functional teams, including Business Analysts, Product Managers, Architects, and Developers.
• Excellent problem-solving skills and ability to manage multiple priorities.
• Salesforce Certified Service Cloud Consultant certification preferred.
• Experience in global/large-scale Salesforce Service Cloud rollout from inception to post-go-live.

Location: Vancouver, BC. Client visits will be needed weekly.