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

Keenfinity; Ovar; On-site; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Medical office on site

Training opportunities and certs

Career progression opportunities

Discounts through partnerships

Sports and health activities

Job summary

Keenfinity seeks a senior Specialist for Salesforce Service Cloud to lead the Service domain in a headless architecture. You will translate complex service requirements into a technical roadmap and implement robust solutions across cases, entitlements, and omni-channel routing.

You will own API enablement, drive C2C lifecycle excellence, and provide guidance on certifications while collaborating with product and IT teams. This role offers enterprise exposure and ongoing professional development.

Qualifications

• Experience with Salesforce Service Cloud in a large-scale enterprise.
• Strong automation and configuration skills (Flows, Omni-Channel, knowledge base).
• Proven ability to translate requirements into technical roadmaps.

Responsibilities

• Serve as the technical authority for Salesforce Service Cloud and related processes.
• Design, build, and configure scalable service solutions within Salesforce.
• Enable secure API access to service data for headless frontend and systems.
• Own the Contact to Closure lifecycle and related KPIs.
• Define testing strategies and act as escalation point for incidents.
• Collaborate with Product Owner and E2E IT Architect.

Skills

Salesforce Service Cloud

Automation (Flows)

Case Management

Entitlements

Omni-Channel

Knowledge Management

C2C Processes

Integrations

Salesforce Certifications

Education

Bachelor's degree in Computer Science / IT or related field

Tools

Salesforce Platform

API Integrations

Job description

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

• Full-time

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.

• 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.
• 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.

Our benefits include

• 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)
• 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.