Job Description

Mission: 30 Centers, One Platform, Endless Possibilities.

Our customer service is not your standard call center. With over 30 locations and a highly motivated business department, we are bursting with ideas. Your mission? You are the linchpin of our Salesforce Service Cloud. You listen, advise the business units as an equal partner, and translate complex business challenges into elegant, scalable Salesforce solutions. You are the guide who ensures that despite maximum individualization and customization, we never lose sight of the big picture.

Your Tasks

• Sparring Partner: Evaluate new ideas, challenge the status quo, and demonstrate what is possible with Lightning Flows, Omni-Channel, and AI support (Einstein, Cognigy).
• Business-IT Interface: Act as the bridge between the business units, development teams, and infrastructure operations to translate complex challenges into elegant solutions.
• Continuous Improvement: Identify potential system enhancements, drive them within the team, and help prioritize the roadmap to avoid technical ballast.
• Foresightful Customization: Build and maintain solutions that work seamlessly across 30 centers, juggling complex permission models, layouts, and automated workflows.
• Release & DevOps Management: Familiar with DevOps practices, you guide new features through the deployment lifecycle—from initial workshops and sandbox environments to CI/CD pipelines and organization-wide go-live.
• System Control & Monitoring: Control and plan system processing from a business perspective, overseeing processes from operational planning to event handling and escalation.
• Test Activities: Develop and execute test plans in close collaboration with other teams to ensure high-quality deployments.
• Functional Support: Provide high-quality support to users regarding functional questions, business processes, and system status.
• Problem & Incident Management: Identify recurring incidents to proactively resolve root causes, and notify users promptly about critical system issues or procedural changes following ITIL guidelines.
• Knowledge Sharing: Lead operational knowledge management by providing training to end-users, collaborators, and business stakeholders.

Your Profile

• Experience & Expertise: Proven professional experience managing complex, heavily customized Salesforce Service Cloud environments (ideally within a service/customer support context).
• Technical Skills (Apex, Java, SQL): Highly proficient in declarative development (Flows are your tool of choice), but you also possess a strong technical understanding of code, knowing when Apex or LWC is required. Hands-on knowledge or familiarity with Java and SQL is highly valued.
• DevOps & Release Frameworks: Familiarity with modern Release Management and DevOps methodologies/tools for Salesforce deployment.
• Analytics & Quality Tools: Knowledge of Analytics platforms (e.g., CRM Analytics / Tableau) or QA/Performance tools like Leaptree is a distinct plus.
• Consulting & Analytical Skillset: Strong analytical thinking, interconnected mindset, and an affinity for process optimization. You know how to say "no" constructively by presenting better alternatives.
• Autonomy & Drive: Highly autonomous and self-driven in your daily work. You are results-oriented, flexible, resourceful, and demonstrate a strong "can-do" attitude.
• Structure & Collaboration: Ability to keep a clear head and maintain excellent documentation while managing 30+ different stakeholders in an international team environment.
• Education & Languages: Desired University degree in IT or a related field. Fluent in English; German language skills are a distinct plus.
• Salesforce Certified Administrator and/or Salesforce Certified Platform Developer I certifications are a big plus, but not a dealbreaker if you have equivalent hands-on experience.