Senior Product Specialist, Salesforce Service Cloud Administrator, Configurator

Jobtailor; Deutschland; Remote; EUR 60.000 - 90.000; Vollzeit

Zusammenfassung

Jobtailor in Germany seeks a Salesforce Administrator with strong AI-driven workflows to manage Service Cloud configurations and integrations. You will lead support escalations, diagnose issues, and collaborate with engineering to implement proactive improvements.

You will leverage AI tools to optimize processes, maintain knowledge bases, and drive user adoption while ensuring robust data cloud and API integrations across systems.

Qualifikationen

• Salesforce Service Cloud Certification or hands-on equivalent experience.
• Comfort reading API and debug logs to trace authentication/integration failures.
• Able to diagnose issues by reading Apex classes and HTTP callouts.
• Hands-on experience with AI tools and agentic workflows (Claude, ChatGPT).
• 3–5+ years in product support, Salesforce administration, or related technical support.

Aufgaben

• Serve as primary contact for user-facing support escalations.
• Manage back-end hand-offs and provide seamless resolution touchpoints.
• Build and leverage AI tools for diagnosis, reproduction, and root-cause analysis.
• Apply AI tools to Salesforce configuration and support workflows.
• Evaluate AI-generated outputs and knowledge-base accuracy.
• Monitor integration touchpoints and API-level failures.
• Partner with engineering to resolve integration issues.
• Maintain and troubleshoot Salesforce Service Cloud solutions.
• Drive adoption and product recommendations based on user feedback.

Kenntnisse

Proactive attitude

Strong presentation skills

Independent work

Ownership

Ausbildung

Salesforce Service Cloud Certification

Tools

Salesforce Service Cloud

Lightning Web Components (LWC)

VS Code

Postman

Developer Console

Azure DevOps

Jira

MoveWorks

ServiceNow

Data Cloud Fundamentals

Jobbeschreibung

• 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