Salesforce Consultant

FORT; Liverpool; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

FORT is seeking an experienced Salesforce Consultant to lead the implementation and optimisation of Salesforce Service Cloud and the introduction of Salesforce Agentforce. You will work closely with the Service Desk and stakeholders to transform service operations, improve customer experience, and deploy AI-driven automation to boost efficiency.

The role involves end-to-end implementation, workflow redesign, and enabling adoption through training and documentation.

Qualifications

• Experience leading Salesforce Service Cloud implementations.
• Proven ability to design improved workflows with service teams.
• Ability to drive user adoption through training and support.

Responsibilities

• Lead end-to-end implementation and optimisation of Salesforce Service Cloud.
• Collaborate with Service Desk to map processes and redesign workflows.
• Configure and optimise Service Cloud capabilities (case mgmt, routing, queues, reports).
• Implement and configure Salesforce Agentforce for AI-powered agents.
• Identify automation opportunities using Salesforce Flow and broader functionality.
• Integrate Salesforce with existing business systems as needed.
• Drive user adoption with training, docs and ongoing support.

Skills

Stakeholder management

User adoption

Training delivery

Documentation

Tools

Salesforce Service Cloud

Salesforce Agentforce

Salesforce Flow

System integration

Job description

We're looking for an experienced Salesforce Consultant to lead the implementation, optimisation and adoption of Salesforce Service Cloud, alongside the introduction of Salesforce Agentforce.

Working closely with the Service Desk team and wider business stakeholders, you'll play a key role in transforming service operations, improving customer experience and introducing AI-driven automation to enhance efficiency.

The Role

• Lead the end-to-end implementation and optimisation of Salesforce Service Cloud, ensuring it meets the operational needs of the Service Desk.
• Work closely with Service Desk teams to understand existing processes, identify inefficiencies and design improved workflows.
• Implement and configure Salesforce Agentforce, introducing AI-powered agents to automate repetitive tasks and improve service delivery.
• Configure and optimise Service Cloud capabilities, including case management, routing, queues, workflows, knowledge management and reporting.
• Identify opportunities for automation through Salesforce Flow, Agentforce and wider Salesforce functionality.
• Integrate Salesforce with existing business systems and service management tools where required.
• Drive user adoption through training, documentation and ongoing support, ensuring the business maximises its Salesforce investment.

HYBRID WORKING

Our client is based in Liverpool & meeting onsite with the team week by week would be preferred - flexible working negoitable.