- Serve as the primary point of contact for user-facing support escalations
- Manage back-end hand-offs and provide a seamless resolution touchpoint to end users
- Build and leverage AI tools for diagnosis, reproduction, root-cause analysis, and continuous improvement
- Apply AI tools to Salesforce configuration and support workflows
- Evaluate AI-generated outputs, prompt quality, knowledge-base accuracy, and agent response performance
- Explore and prototype new AI capabilities and agentic workflows
- Administer and configure Salesforce Service Cloud declaratively, including Flow Builder and metadata-driven solutions
- Monitor integration touchpoints, authentication, and API-level failures
- Partner with engineering teams to resolve integration issues
- Maintain and troubleshoot complex, critical custom-built Service Cloud solutions
- Execute go-to-market rollouts, training, support planning, launch, and hypercare activities
- Implement product onboarding, support operations infrastructure, prioritization, and feedback loops
- Run UAT testing from a user-experience perspective
- Partner with Operations on Model Context Protocol (MCP) integrations
- Drive user engagement, adoption, and product recommendations
- Review case trends and identify adoption-improvement opportunities
- Maintain expertise in product functionality, roadmap, release cycles, UAT, outages, engineering hand-offs, and case workflows
- Translate user feedback into product improvement recommendations
- Own continuous improvement of user-facing and internal knowledge bases
Requirements
- Salesforce Service Cloud Certification (Administrator or Service Cloud Consultant, or current equivalent), or hands-on experience configuring Salesforce, building integrations, and working AI/API-driven workflows in lieu of certification
- Comfortable reading API logs and debug logs to trace authentication and integration failures, including OAuth 2.0 token issues
- Able to read and interpret Apex classes and HTTP callouts well enough to diagnose issues, reproduce them, and hand them off to engineering with clear reproduction paths and supporting logs
- Hands-on experience with AI tools such as Claude and ChatGPT and agentic AI systems, including prompt building and AI-assisted workflows
- Combined 3–5+ years of product support, Salesforce administration, or related technical support experience; less accepted with an accompanied recommendation
- Preferred: Comfortable working in Lightning Web Components (LWC) and legacy Aura
- Preferred: Hands-on experience with VS Code, Postman, or Developer Console
- Preferred: Working understanding of Data Cloud fundamentals
- Preferred: Experience building or experimenting with Agentforce or MCP (Model Context Protocol)
- Preferred: Comfortable with Azure DevOps, Jira, MoveWorks, and ServiceNow or similar tools
- Growth-oriented and proactive, respecting chain of command
- Seeks and incorporates feedback
- Values documentation and change-management communication
- Strong presentation skills
- Able to work independently, take ownership, and take direction from a peer-level lead
Core Competencies
Demonstrates expertise in Salesforce Service Cloud administration and configuration, with a strong focus on AI tools for support workflows and user engagement. Capable of managing integrations, troubleshooting complex solutions, and driving continuous improvement through user feedback and data analysis.
Highest-signal resume keywords
- Salesforce Service Cloud Certification
- AI Tools Experience (Claude, ChatGPT)
- Salesforce Administration
- API Debugging and Integration
- User Acceptance Testing (UAT)
ATS Optimization Keywords
Hard Skills
- Salesforce Configuration
- AI-Driven Workflows
- Apex Classes Interpretation
- Integration Troubleshooting
- Flow Builder
- Lightning Web Components (LWC)
- Data Cloud Fundamentals
- Agentforce
- Model Context Protocol (MCP)
- Prompt Building
Soft Skills
- Proactive Attitude
- Strong Presentation Skills
- Feedback Incorporation
- Ownership
- Independent Work
Certifications & Qualifications
- Salesforce Service Cloud Certification
Industry Keywords
- User Engagement
- Product Support
- Continuous Improvement
- Knowledge Base Management
#J-18808-Ljbffr
Senior Product Specialist, Salesforce Service Cloud Administrator, Configurator Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
