Salesforce Functional Consultant

Cegeka; Brussel; Sur place; EUR 90 000 - 120 000; Plein temps

Résumé du poste

Cegeka in Brussels is seeking a Senior Salesforce Functional Consultant to lead a CRM transformation and support Customer Care operations. You will serve as the functional expert for Salesforce Service Cloud and Sales Cloud, partnering with stakeholders, care teams, developers, and testers to evolve the CRM landscape.

You will analyze requirements, run workshops, configure solutions, and translate needs into user stories and specs, while guiding backlog, SIT/UAT, and release activities to

Qualifications

• Strong experience with Salesforce Service Cloud and Sales Cloud.
• Background as Salesforce Functional Consultant, CRM Consultant, CRM Analyst, or Functional Analyst.
• Experience with requirements gathering, process analysis, testing, and stakeholder management.
• Knowledge of customer service processes and CRM architecture.
• Experience working in Agile environments.

Responsabilités

• Analyze and document business requirements.
• Facilitate workshops and gather functional needs.
• Configure and optimize Salesforce Service Cloud solutions.
• Translate requirements into user stories and functional specifications.
• Support backlog management and prioritization.
• Coordinate SIT and UAT testing activities.
• Manage functional support and incidents.
• Contribute to release preparation and deployment activities.
• Drive process improvements within Customer Care and CRM domains.
• Collaborate with business and technical teams to deliver sustainable solutions.

Connaissances

Salesforce Service Cloud

Sales Cloud

CRM Consultant/Analyst

Requirements gathering

Process analysis

Stakeholder management

Agile environments

Customer service processes

CRM architecture

Data integrations

Description du poste

We are looking for a Senior Salesforce Functional Consultant to join a major CRM transformation and Customer Care environment in Brussels.

In this role, you will act as the functional expert for Salesforce Service Cloud and Sales Cloud, supporting both day-to-day operations and continuous platform improvements. You will work closely with business stakeholders, Customer Care teams, developers, architects, and testers to ensure the stability and evolution of the CRM landscape.

Your responsibilities

• Analyze and document business requirements.
• Facilitate workshops and gather functional needs.
• Configure and optimize Salesforce Service Cloud solutions.
• Translate requirements into user stories and functional specifications.
• Support backlog management and prioritization.
• Coordinate SIT and UAT testing activities.
• Manage functional support and incidents.
• Contribute to release preparation and deployment activities.
• Drive process improvements within Customer Care and CRM domains.
• Collaborate with business and technical teams to deliver sustainable solutions.

Required skills

• Strong experience with Salesforce Service Cloud.
• Experience with Sales Cloud.
• Proven background as a Salesforce Functional Consultant, CRM Consultant, CRM Analyst, or Functional Analyst.
• Experience with requirements gathering, process analysis, testing, and stakeholder management.
• Knowledge of customer service and Customer Care processes.
• Understanding of data flows, integrations, and CRM architecture.
• Experience working in Agile environments.