We are looking for a Salesforce Business Consultant with deep expertise in Service Cloud, capable of owning discovery, solution design, and delivery for complex customer service transformations. This role requires strong functional leadership, the ability to challenge requirements constructively, and the architectural maturity that comes with Salesforce Administrator and Service Cloud Consultant certification.
Key Responsibilities
Lead discovery sessions with business and technical stakeholders to define service processes, KPIs, and operational needs.
Design scalable solutions across Agentforce, Service Cloud, Omni-Channel, and Digital Engagement, ensuring alignment with platform best practices.
Optimize contact center operations by defining routing strategies, agent workflows, and supervisor dashboards.
Configure and prototype advanced Service Cloud features, including Flows, automations, Knowledge, and Case Management.
Collaborate with technical teams to guide integration patterns, data models, and LWC component requirements.
Support UAT and quality assurance to validate solution integrity and ensure a smooth go-live.
Drive change enablement by preparing training materials, documentation, and adoption strategies.
Advise on roadmap evolution, scalability, and opportunities to leverage AI, automation, and multi-cloud capabilities.
Required Skills & Experience
Salesforce Administrator and Service Cloud Consultant certification.
Strong hands‑on experience with Service Cloud, including Case Management, Omni‑Channel, Knowledge, Macros, and automation.
Proven expertise with Agentforce Contact Center, including routing, telephony integration, agent workspace, and supervisor tools.
Ability to translate complex business requirements into clear, actionable user stories.
Experience collaborating with developers on APIs, integrations, and LWC.
Solid understanding of contact center KPIs, SLAs, and operational models.
Excellent communication, facilitation, and stakeholder‑management skills.
Preferred Qualifications
Experience in multi‑cloud environments, including Experience Cloud, Service Cloud, and Field Service.
Background in consulting, customer service operations, or CX transformation.
Familiarity with AI‑powered features, including Einstein Bots, Agentforce AI.
Knowledge of Agile, Scrum, or ITIL frameworks.
What We Offer
The opportunity to partly work from home, in a hybrid model within a very modern, agile, and international working environment.
2 paid days of VTO per year for causes close to your heart.
Diverse development and educational opportunities, including various certifications and technical training courses.
A strongly customer‑focused organization with numerous reference projects, perfect for your professional career.
Opportunities to participate in employee events both domestically and internationally.
A warm, friendly, and flexible work culture.
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Key Responsibilities
Lead discovery sessions with business and technical stakeholders to define service processes, KPIs, and operational needs.
Design scalable solutions across Agentforce, Service Cloud, Omni-Channel, and Digital Engagement, ensuring alignment with platform best practices.
Optimize contact center operations by defining routing strategies, agent workflows, and supervisor dashboards.
Configure and prototype advanced Service Cloud features, including Flows, automations, Knowledge, and Case Management.
Collaborate with technical teams to guide integration patterns, data models, and LWC component requirements.
Support UAT and quality assurance to validate solution integrity and ensure a smooth go-live.
Drive change enablement by preparing training materials, documentation, and adoption strategies.
Advise on roadmap evolution, scalability, and opportunities to leverage AI, automation, and multi-cloud capabilities.
Required Skills & Experience
Salesforce Administrator and Service Cloud Consultant certification.
Strong hands‑on experience with Service Cloud, including Case Management, Omni‑Channel, Knowledge, Macros, and automation.
Proven expertise with Agentforce Contact Center, including routing, telephony integration, agent workspace, and supervisor tools.
Ability to translate complex business requirements into clear, actionable user stories.
Experience collaborating with developers on APIs, integrations, and LWC.
Solid understanding of contact center KPIs, SLAs, and operational models.
Excellent communication, facilitation, and stakeholder‑management skills.
Preferred Qualifications
Experience in multi‑cloud environments, including Experience Cloud, Service Cloud, and Field Service.
Background in consulting, customer service operations, or CX transformation.
Familiarity with AI‑powered features, including Einstein Bots, Agentforce AI.
Knowledge of Agile, Scrum, or ITIL frameworks.
What We Offer
The opportunity to partly work from home, in a hybrid model within a very modern, agile, and international working environment.
2 paid days of VTO per year for causes close to your heart.
Diverse development and educational opportunities, including various certifications and technical training courses.
A strongly customer‑focused organization with numerous reference projects, perfect for your professional career.
Opportunities to participate in employee events both domestically and internationally.
A warm, friendly, and flexible work culture.
#J-18808-Ljbffr
Salesforce Business Consultant Arbeitgeber: Bucher + Suter
Bucher + Suter ist ein hervorragender Arbeitgeber, der Ihnen die Möglichkeit bietet, in einem modernen, agilen und internationalen Arbeitsumfeld zu arbeiten. Mit flexiblen Arbeitsmodellen, umfangreichen Weiterbildungsangeboten und einer starken Kundenorientierung fördern wir Ihre berufliche Entwicklung und schaffen eine freundliche, inklusive Unternehmenskultur. Zudem bieten wir Ihnen die Chance, an spannenden Mitarbeiterveranstaltungen teilzunehmen und sich für soziale Projekte zu engagieren.
