Specialist Service (Salesforce Service Cloud)

Keenfinity; Ovar; Hybrid; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Flexible work conditions

Hybrid work system

Canteen

On-site medical office

Job summary

Keenfinity is seeking a senior technical Specialist for Salesforce Service Cloud in Ovar/Aveiro, Portugal. You will lead the Service Cloud roadmap, design robust solutions, and ensure API access for the headless frontend and integrations. This role demands deep platform knowledge and a track record of enterprise-scale deployments.

You will own the C2C lifecycle, drive QA/testing strategies, and collaborate with IT architects to deliver scalable service capabilities across the organization.

Qualifications

• Bachelor's degree in Computer Science or a related field.
• 5+ years of hands-on Salesforce Service Cloud experience in a large enterprise.
• Expert-level Salesforce Service Cloud configuration: automation (Flows), case management, entitlements, Omni-Channel, knowledge management.
• Experience with Service Cloud APIs and building integrations.
• Strong understanding of Contact to Closure (C2C) processes and service KPIs.
• Salesforce certifications mandatory, preferably Service Cloud Consultant and Advanced Administrator.

Responsibilities

• Serve as the technical authority for Salesforce Service Cloud across product and development teams.
• Translate complex service needs into a detailed technical roadmap and backlog.
• Design, build, and configure robust Salesforce Service Cloud solutions to optimize service processes.
• Expose service data and processes securely via APIs for headless frontend and other systems.
• Own the Contact to Closure lifecycle and support complex service-related incidents.

Skills

Salesforce Service Cloud

APIs integration

Analytical skills

Documentation

Education

Bachelor's degree in Computer Science

Tools

Salesforce APIs

Field Service Lightning

Job description

Specialist Service (Salesforce Service Cloud) (div/w/m)

Location: Ovar, Aveiro, pt

Company Description

The Keenfinity Group delivers professional communication and security solutions that connect and protect people and assets. Following its carve-out from the Bosch Group in mid-2025, it operates as independent company within the portfolio of European investment firm Triton. The Group’s four Businesses include Audio delivering professional communication products of the globally renowned brands Bosch, Electro-Voice, Dynacord, RTS and Telex, IQSIGHT Video Systems, Radionix Intrusion & Access, and KEENFINITY Electronics Manufacturing Services (EMS). In fiscal year 2025, the group generated revenues of over €1 billion and employed approximately 4,000 people across more than 40 countries.

We are looking for a senior technical Specialist for our Service domain, with deep expertise in Salesforce Service Cloud and the Contact to Closure (C2C) process. This role provides critical technical leadership and subject matter expertise to the Product Owner for Sales/CRM. You will translate complex service requirements into a comprehensive technical roadmap, design and implement best-in-class service solutions, and ensure that all service-related data and functionality are seamlessly accessible via APIs for our headless architecture.

Job Description

• Subject Matter Expertise: Serve as the ultimate technical authority for Salesforce Service Cloud. Provide expert guidance on platform capabilities, limitations, and best practices to the product and development teams.
• Solution Design & Implementation: Analyze and translate complex service-related business needs into a detailed technical roadmap and backlog. Design, build, and configure robust and scalable solutions within the Salesforce Service Cloud to optimize service processes (e.g., case management, entitlements, knowledge base, omni-channel routing).
• API Enablement: Collaborate with the E2E IT Architect to design and expose service-related data and processes (e.g., case status, knowledge articles, agent availability) securely and efficiently via APIs for consumption by the headless frontend and other systems.
• Process Ownership: Provide deep technical expertise and support for the entire Contact to Closure (C2C) lifecycle, from initial customer contact through to resolution and reporting.
• Quality Assurance & Support: Define and execute testing strategies for new service features. Act as the highest point of technical escalation for complex service-related incidents.

Qualifications

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience: 5+ years of extensive hands-on experience with Salesforce Service Cloud in a large-scale enterprise environment.
• Technical Expertise: Expert-level skills in Service Cloud configuration, including automation (Flows), case management, entitlements, Omni-Channel, and knowledge management. Experience with Field Service Lightning is a plus.
• Technical Expertise: Deep understanding of Service Cloud APIs and experience building integrations.
• Technical Expertise: Strong, practical understanding of Contact to Closure (C2C) processes and service industry KPIs and best practices.
• Skills: Salesforce certifications are mandatory, with a strong preference for Salesforce Certified Service Cloud Consultant and Advanced Administrator.
• Skills: Proven ability to translate complex business requirements into elegant and effective technical solutions.
• Skills: Strong analytical, diagnostic, and problem-solving skills.
• Skills: Excellent documentation and communication skills.

Additional Information

Our benefits include

Flexible work conditions

Hybrid work system

Canteen

Medical office on site (nutrition, psychology, physiotherapy and general clinic)

Training opportunities (i.e., technical training, foreign languages training) & certifications

Opportunities for career progression and continuous professional development

Access to great discounts in partnerships

Sports and health related activities (gym)

Free parking lot

Exchange with colleagues around the world

At Keenfinity we don’t just build innovative solutions — we shape a smarter, more connected world through technology.

We value different backgrounds, ideas, and experiences and we’re committed to growing, learning, and celebrating success as one team. Everyone is welcome here — we foster an environment where everyone is respected, valued, and encouraged to be their authentic self.

Keenfinity is an equal opportunity employer, offering equal opportunities for all. We welcome applications from people with disabilities and can offer support, if needed. When everyone has a chance to contribute, we all do better.