Salesforce Service Cloud Lead | AI Automation & Adoption

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

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.