Salesforce Service Cloud Specialist

Concentrix; Torreón; Presencial; MXN 558.000 - 781.200; Jornada completa

Descripción de la vacante

A leading IT services company in Torreón is seeking a Salesforce Service Cloud Specialist to handle complex platform configurations and enhancements. The role demands 4–6 years of Salesforce Service Cloud experience, including skills in Omni-Channel management, data modeling, and Salesforce DevOps tools. Candidates should hold relevant Salesforce certifications and demonstrate proficiency in declarative tools. This full-time position is ideal for those looking to advance their career in a dynamic tech environment.

Formación

• 4–6 years hands-on experience administering Salesforce Service Cloud.
• Experience with Omni-Channel routing and assignment rules.
• Strong knowledge of SOQL and data modeling.

Responsabilidades

• Configure and manage Omni-Channel routing and assignment rules.
• Design reports and dashboards to enhance case responsiveness.
• Utilize SOQL for efficient data querying and modeling.

Conocimientos

Salesforce CRM deep understanding

Declarative tools and custom coding

Data migration and management best practices

DevOps tools (Salesforce DevOps Center, Copado, Gearset)

CI/CD and Agile methodologies

Educación

Salesforce Certifications (Advanced Administrator, Service Cloud Consultant)

Herramientas

Lightning Web Components (LWC)

Experience Cloud

Descripción del empleo

Join to apply for the Salesforce Service Cloud Specialist role at Concentrix.

Overview

4–6 years hands‑on administering Salesforce Service Cloud with ≥1 million records and hundreds of active users, including permission set & role hierarchy design, release management, and org health monitoring.

Key Responsibilities

• Configure and manage Omni‑Channel routing, assignment rules, and macros.
• Design and maintain reports, dashboards, and automations to improve case responsiveness across channels.
• Utilize SOQL to query data efficiently and implement sound data modeling practices for scalable solutions.
• Build and maintain Flow, formula fields, validation rules, and assignment rules to meet complex business requirements.
• Configure and manage a Service Cloud Voice call center using platforms such as Amazon Connect, Natterbox, Vonage, and RingCentral.
• Create concise technical documentation, architecture diagrams, data flow diagrams, release notes, and in‑app guidance.
• Deploy and manage Experience Cloud sites.

Must‑Have Skills

• Deep understanding of the Salesforce CRM platform, its architecture, limits, and data security models.
• Proficiency in declarative tools and custom code, including experience with Lightning Web Components (LWC).
• Strong knowledge of data migration and management best practices.
• Experience with DevOps tools such as Salesforce DevOps Center, Copado, and Gearset.
• Familiarity with continuous integration, continuous delivery (CI/CD), and Agile methodologies.

Nice‑to‑Have Skills

• Hands‑on experience building and deploying Agentforce agents.
• Experience building and deploying AI Voice solutions.
• Experience with Einstein AI tools (Service Analytics, Service Intelligence, enhanced chat bots, case classifications).

Certifications

• Advanced Administrator
• Salesforce Certified Agentforce Specialist
• Application Architect
• Experience Cloud
• Salesforce Certified Service Cloud Consultant
• Administrator
• Platform Developer I
• Platform App Builder

Employment Information

• Seniority level: Mid‑Senior Level
• Employment type: Full‑time
• Job function: Engineering and Information Technology
• Industry: IT Services and IT Consulting

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