Job Description

At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio. We are currently seeking an Salesforce Service Cloud developer to join one of our clients' teams. If you're looking for an exciting opportunity to grow in a innovative environment, this could be the perfect fit for you.

Key Responsibilities

• Lead the design, configuration, and deployment of Salesforce Service Cloud and Agentforce solutions tailored to business requirements.
• Analyze current customer service processes and recommend improvements leveraging Salesforce capabilities.
• Integrate Salesforce Service Cloud with other enterprise systems (e.g., ERP, telephony, knowledge bases) using APIs and middleware.
• Collaborate with business stakeholders, IT teams, and third-party vendors to gather requirements and deliver end-to-end solutions.
• Develop and maintain technical documentation, process flows, and user guides for implemented solutions.
• Provide technical leadership and best practices for customer service design, case management, and automation within Salesforce.
• Conduct user training sessions and support change management activities to ensure successful adoption.
• Monitor system performance, troubleshoot issues, and implement enhancements as needed.
• Ensure compliance with data security, privacy, and regulatory requirements in all integrations and configurations.

Requirements

Must have:

• Bachelor’s degree in Computer Science, Information Systems, Business, or related field.
• 3+ years of hands-on experience with Salesforce Service Cloud implementation and configuration.
• Proven expertise in designing customer service processes and workflows within Salesforce.
• Experience with Agentforce (Salesforce Agent Console) setup and optimization.
• Strong knowledge of systems integration, including REST/SOAP APIs, middleware, and data migration.
• Salesforce Administrator and/or Service Cloud Consultant certification.
• Excellent communication, stakeholder management, and documentation skills.
• Ability to work independently and collaboratively in cross-functional teams.

Nice to have:

• Experience in industries such as financial services, retail, telecommunications, or healthcare.
• Familiarity with Salesforce Omni-Channel, Live Agent, and Knowledge Management modules.
• Experience with third-party integration tools (e.g., MuleSoft, Dell Boomi, Informatica).
• Agile/Scrum project management experience.
• Additional Salesforce certifications (e.g., Platform App Builder, Advanced Administrator).
• Experience with customer journey mapping and CX design methodologies.
• Exposure to AI-powered service automation (e.g., Einstein Bots, predictive analytics).