Salesforce Service Cloud Consultant - Hybrid

Bucher + Suter AG; Bern; Hybrid; CHF 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid working model

Career advancement through training

Flexible work hours

Employee events

Volunteer Time Off (VTO)

Local and international teams

Job summary

Bucher + Suter AG seeks a Salesforce Business Consultant with deep Service Cloud expertise to own discovery, solution design, and delivery for complex customer service transformations. This role requires strong functional leadership and Salesforce Admin + Service Cloud Consultant certifications.

You will lead discovery sessions, design scalable Service Cloud solutions for Agentforce, and optimize routing and agent workflows within a hybrid work model.

Qualifications

• Must hold Salesforce Administrator and Service Cloud Consultant certifications.
• Hands-on Service Cloud experience incl. Case Management, Omni-Channel, Knowledge, Macros and automation.
• Experience with Agentforce Contact Center including routing, telephony integration, agent workspace, and supervisor tools.

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.

Skills

Salesforce Service Cloud

Discovery & requirements gathering

Solution design

Leadership & stakeholder management

Training material development

Salesforce Administrator certification

Service Cloud Consultant certification

Tools

LWC

APIs

Job description

Bucher + Suter AG seeks a Salesforce Business Consultant with deep Service Cloud expertise to own discovery, solution design, and delivery for complex customer service transformations. This role requires strong functional leadership and Salesforce Admin + Service Cloud Consultant certifications.

You will lead discovery sessions, design scalable Service Cloud solutions for Agentforce, and optimize routing and agent workflows within a hybrid work model.