Functional Salesforce Service Cloud Consultant

Jobtailor; Helsinki; On-site; EUR 60,000 - 80,000; Full time

Benefits offered by this job

Vacation accrual starting from day one

Shareholder program

Extended healthcare insurance

Wellness program for all employees

Job summary

Sofigate is searching for a Functional Salesforce Service Cloud Consultant. In this role, you will lead customer workshops and translate business needs into effective Salesforce solutions. Your expertise in customer service processes and Salesforce Service Cloud will guide organizations in overcoming bottlenecks and achieving their desired outcomes.

You will collaborate closely with architects, developers, and stakeholders. The position is permanent, full-time and based in Helsinki, Oulu, or Tampere, Finland, offering professional growth and an extended healthcare program.

Qualifications

• Minimum five years of experience in Salesforce Service Cloud implementations.
• Experience in designing business solutions and documenting processes.
• Solid understanding of Salesforce Service Cloud configuration.
• Ability to make sound design decisions integrating platform limitations.

Responsibilities

• Lead customer workshops and understand service processes.
• Translate business needs into Salesforce Service Cloud solutions.
• Design user stories and acceptance criteria.
• Collaborate with architects, developers, and stakeholders.

Skills

Customer service processes expertise

Salesforce Service Cloud design

Solution roadmaps development

Salesforce automation understanding

AI and Agentforce knowledge

Strong communication in Finnish and English

Job description

Functional Salesforce Service Cloud Consultant

We are looking for a Functional Salesforce Service Cloud Consultant who can walk into a workshop and confidently lead a discussion such as: "Let's first understand how your service organization creates value today, where the bottlenecks are, and what outcomes you are trying to achieve. Once we understand that, we will determine how much can be solved with standard Service Cloud capabilities and where configuration or custom development is actually justified."

At Sofigate, you will act as a trusted advisor across the customer lifecycle, combining presales consulting, solution design, business process transformation, and hands‑on Salesforce Service Cloud delivery.

What you will do

• Lead and facilitate customer workshops, challenge assumptions, and understand service processes and business outcomes.
• Translate business needs into Salesforce Service Cloud solutions.
• Design solution roadmaps, user stories and acceptance criteria.
• Advise when to configure versus customize Salesforce.
• Collaborate with architects, developers and customer stakeholders.
• Guide customers on AI and Agentforce opportunities.

We expect you to have

• Strong expertise in customer service processes and Salesforce Service Cloud.
• Experience designing business solutions and documenting business processes.
• Solid understanding of Salesforce Service Cloud configuration, including case management, Service Console, Omni-Channel, Knowledge, email-to-case, web-to-case, assignment and escalation rules, entitlements, and milestones.
• Experience with Salesforce automation using Flow, validation rules, approval processes, dynamic forms, and reporting & dashboards.
• Good understanding of Salesforce data model, security, sharing, record types, and page layouts.
• Ability to make sound design decisions, including when to configure vs. customize, understanding platform limitations, integration principles, release management, and when to involve solution or technical architects.
• Understanding of Salesforce AI capabilities, including Agentforce, Prompt Builder, Einstein features, Knowledge grounding, case summarization, AI-assisted routing, and AI-generated responses. Hands‑on implementation experience is a plus, but we expect you to understand where AI creates business value.
• Strong communication skills in both Finnish and English.

Experience

We expect you to have at least five years of experience in several of the following areas:

• Salesforce Service Cloud implementations
• Contact center transformations
• Customer service modernization
• Case management redesign
• Knowledge management
• Self‑service portal implementations

Experience with Salesforce Sales Cloud and/or Field Service is considered an advantage.

Practical details

Permanent, full‑time position based in Helsinki, Oulu or Tampere, Finland.

Why join us

• Challenging customer assignment opportunities, environment varying from large internationally operating companies to purposeful public organisations.
• Opportunities for professional growth and development.
• Full 2.5 days/month of vacation accrual starting from the beginning of your employment.
• Shareholder program, which allows you to be a part owner in Sofigate.
• Extended healthcare insurance and a wellness programme that is available for all employees.