Senior Salesforce Functional Consultant (Contract)

Carnation Infotech; United States; Remote; USD 85,000 - 140,000; Full time

Job summary

Carnation Infotech Pvt Ltd. seeks a CRM Business & Functional Specialist to bridge business stakeholders and technical teams. You will gather, prioritise, scope, and brief requirements, manage CRM projects, and advise on best practices and timelines.

You will apply knowledge of Salesforce Marketing Cloud, Sales Cloud, and AI tools like Agentforce to drive digital CRM enhancements. You will report to CRM Lead/Project Manager and support end-users while ensuring projects align with business

Qualifications

• Gather and document functional and reporting requirements from business stakeholders.
• Advise on CRM implementation best practices and realistic project timelines.
• Define project scope using Marketing Cloud and Sales Cloud.
• Coordinate with Implementing Partners on related CRM initiatives.

Responsibilities

• Collaborate with business partners to collect requirements, prioritise backlogs, scope solutions, and brief development teams.
• Advise business leads on CRM best practices, delivery timelines, and business rules governing system configuration.
• Provide end-user support, maintain awareness of organisational focal points, and route technical escalations.
• Utilise Marketing Cloud, Sales Cloud, AI (Agentforce), and Vibes to define project scope and onboarding.
• Maintain Jira/Confluence boards, deliver weekly progress reports, and coordinate vendor activities.

Job description

Purpose of Role:
Client requires a CRM Business & Functional Specialist to serve as the critical bridge between business stakeholders and technical execution teams. The consultant will be responsible for gathering, prioritising, scoping, and briefing business requirements to development teams; project management of existing and evolving CRM opportunities; advising on best practices and timelines; and providing functional guidance to end-users on system usage and business rule configuration.
Additionally, the consultant will leverage knowledge across Salesforce Marketing Cloud, Sales Cloud, AI capabilities (specifically Agentforce), and other corporate tools as relevant to define, scope, and drive digital CRM project enhancement.

Scope of Work:
The Consultant will report to the CRM Lead / Project Manager and execute the following activities:

• Requirements Gathering & Functional Scoping: Engage directly with key business stakeholders to collect, prioritise, scope, and document functional and reporting requirements. Translate business and operational needs into clear functional briefs and outputs for technical delivery.
• Strategic Advisory & Timelines: Advise management and business units on CRM implementation best practices, operational business rules, and realistic project delivery schedules; drawing on experience across non-profit and UN system environments.
• Quantum CRM Governance & Engagement: Build a thorough understanding of key business focal points and engagement models for Quantum CRM. Advise on when and how to consult with business units when engaging with users and enforce established business rules that inform system setup.
• Platform Innovation & Project Definition: Apply functional knowledge of Salesforce Marketing Cloud, Sales Cloud, AI tools (Agentforce) to define project parameters, facilitate business onboarding, and design digital solutions. Engage with business where relevant for value-driving projects outside of current CRM Scope (Implementing Partner Management, Global Directory integrations, BIMI for Emailing, Donor Portal Development etc.).
• User Support & Knowledge Management: Provide basic functional support to end-users on operational and usage questions, directing technical bugs or engineering escalations to the appropriate technical or business teams. Understand business process to identify relevant teams and support focal points. Maintain knowledge management resources; adding resources as produced and necessary.
• Agile Management & Reporting: Maintain workstreams, user stories, and documentation within clients existing tools (Jira) according to change management standards. Deliver bi-weekly status updates confirming completed tasks, highlighting progress, and identifying potential blockers or timeline risks early.

Consultant Roles & Responsibilities:

• Business Liaison: Collaborate with business partners to collect requirements, prioritise backlogs, scope solutions, and brief development teams.
• Functional Advisor: Advise business leads on CRM best practices, delivery timelines, and business rules governing system configuration.
• User Enablement: Support users with system queries, maintain strong awareness of organisational focal points, and route technical escalations efficiently.
• Solution Definition: Utilise expertise in Marketing Cloud, Sales Cloud, AI (Agentforce), and Vibes to define project scope and onboard relevant business units.
• Agile Tracking: Maintain Jira/Confluence boards, deliver weekly progress reports, and coordinate vendor implementation activities.

Responsible Use of Artificial Intelligence:
The use of artificial intelligence (AI) tools by the Consultant shall be limited to exceptional and appropriate circumstances and shall not substitute for the Consultants own research, professional judgement, analysis or writing. Any use of AI must comply with applicable policies, standards and guidance, including the Principles for the Ethical Use of Artificial Intelligence. Consultants shall remain fully responsible for verifying the accuracy, reliability, originality and integrity of any AI-assisted content incorporated into the deliverables.