Senior Salesforce Service Cloud Specialist - C2C (Hybrid)

Keenfinity Group; Ovar; Hybrid; EUR 70,000 - 110,000; Full time

Benefits offered by this job

Flexible work conditions

Hybrid work system

Canteen

Medical office on site

Training opportunities & certs

Career progression

Discounts in partnerships

Sports & health activities (gym)

Free parking

Global exchange with colleagues

Job summary

Keenfinity Group seeks a senior technical Specialist for its Service domain, focusing on Salesforce Service Cloud and C2C processes. You will translate complex service requirements into a technical roadmap, design scalable solutions, and ensure API accessibility for headless frontend and integrations.

The role emphasizes deep platform expertise, certification, and ability to drive end-to-end service improvements with a strong emphasis on data, APIs, and KPI-driven outcomes.

Qualifications

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience: 5+ years with Salesforce Service Cloud in a large-scale enterprise environment.
• Technical: Expert-level in Service Cloud configuration, automation, case management, entitlements, Omni-Channel, knowledge management.
• Technical: Strong understanding of Service Cloud APIs and integrations.
• Technical: Deep understanding of C2C processes and service KPIs.
• Skills: Salesforce certifications mandatory (Service Cloud Consultant, Advanced Administrator).
• Skills: Translate complex business needs into technical solutions.
• Skills: Strong analytical, diagnostic, problem-solving, and documentation abilities.

Responsibilities

• Serve as the ultimate technical authority for Salesforce Service Cloud in the service domain.
• Analyze and translate service-related business needs into a detailed technical roadmap and backlog.
• Design, build, and configure robust Service Cloud solutions including case management and knowledge articles.
• Collaborate to expose service data and processes securely via APIs for headless frontend and systems.
• Own the Contact to Closure (C2C) lifecycle from initial contact to resolution and reporting.
• Define and execute testing strategies for new service features and act as escalation point for incidents.

Skills

Salesforce Service Cloud

Automation (Flows)

Case management

Entitlements

Omni-Channel

Knowledge management

APIs

Service Cloud Certifications

C2C processes

Documentation & communication

Education

Bachelor's degree in Computer Science/Information Technology or related field

Tools

Salesforce APIs

Field Service Lightning

Job description

Keenfinity Group seeks a senior technical Specialist for its Service domain, focusing on Salesforce Service Cloud and C2C processes. You will translate complex service requirements into a technical roadmap, design scalable solutions, and ensure API accessibility for headless frontend and integrations.

The role emphasizes deep platform expertise, certification, and ability to drive end-to-end service improvements with a strong emphasis on data, APIs, and KPI-driven outcomes.