Service Cloud Consultant

AspenView Technology Partners, Inc.; United States; Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive base salary

Benefits and wellness

Hybrid/remote/in-office

Growth opportunities

Inclusive culture

Nearshore collaboration

Job summary

AspenView Technology Partners, Inc. is seeking a Service Cloud Consultant to design and deliver service operations on Salesforce, including case management, routing, channels, knowledge, and the agent console that frontline teams use.

The role emphasizes building AI-ready processes and scalable service experiences. You will collaborate with North American stakeholders, define service metrics, and guide adoption from discovery through post-launch tuning in a hybrid/remote-friendly environment

Qualifications

• 5+ years delivering Service Cloud implementations end to end.
• Salesforce Agentforce Service Consultant certification and Admin certification required.
• Experience with contact-centre metrics: AHT, FCR, occupancy, deflection.
• Professional English with North American stakeholders.
• Exposure to Agentforce service agents or equivalent concepts.

Responsibilities

• Service design: case lifecycle, queues, entitlements, milestones and escalation rules.
• Configure Omni-Channel routing and capacity models.
• Design console experience for agent efficiency.

Skills

Service Cloud

Case management

Omni-Channel

Knowledge management

CTI integration

Flow for service automation

Requirement gathering

Stakeholder communication

Professional English

Education

Bachelor's degree or equivalent in CS/SE/IS

Tools

Salesforce Knowledge

Salesforce Service Cloud Voice/ CTI

Omni-Channel routing

Job description

Build the Future with AspenView Technology Partners

At AspenView, we are passionate about transforming the way organizations approach technology. We specialize in creating high-performing, nearshore IT teams to help North American clients innovate faster and more efficiently.

As we continue to grow, we're looking for exceptional people to join our team and help drive impactful change across industries.

Why Join AspenView?

At AspenView, we're more than a nearshore IT partner - we're a people-first, purpose-driven company that believes great culture drives great outcomes. We're passionate about connecting talent and technology to deliver measurable value for clients - and meaningful career paths for our people.

Here's what you can expect:

• Competitive base
• Comprehensive benefits and wellness support
• Flexible work model: hybrid, remote, or in-office
• Real growth opportunities and leadership visibility
• Inclusive, respectful culture that blends U.S. innovation with Colombian heart
• A company that listens, invests in you, and celebrates wins together

About the Role

We are seeking a Service Cloud Consultant to design and deliver service operations on Salesforce: case management, routing, channels, knowledge and the agent console that service teams actually work in. Service Cloud is where most Agentforce deployments land, so the role is expected to design service processes that an AI agent can eventually take part in, rather than ones that will have to be rebuilt to allow it.

What You Will Do

Service Design

• Design case lifecycle, record types, queues, entitlements, milestones and escalation
• Configure Omni-Channel routing, skills-based assignment and capacity models
• Design the console experience so agents see what they need without clicking for it

Channels and Knowledge

• Implement digital channels: web and in-app messaging, email-to-case, WhatsApp, voice integration
• Design Knowledge structure, article lifecycle and search so it is usable for both agents and AI grounding

AI-Ready Process

• Identify and prepare candidate processes for Agentforce service agents, including deflection paths
• Structure data and knowledge so agent responses can be grounded and audited

Delivery and Adoption

• Run discovery with service leadership and contact-centre operations
• Define the service metrics the implementation is accountable for, and instrument them
• Support agent training and post-launch tuning

What You Bring

Experience

• 5+ years delivering Service Cloud implementations end to end
• Proficiency with:
• • Case management, entitlements, milestones, assignment and escalation rules
  • Omni-Channel, routing configuration, and presence and capacity design
  • Salesforce Knowledge, including article types, data categories and search tuning
  • Service Cloud Voice or a CTI integration, and digital channel configuration
  • Flow for service automation, and service reporting and dashboards
• Salesforce Certified Agentforce Service Consultant (formerly Service Cloud Consultant) required; Administrator required
• Contact-centre operational understanding: AHT, first-contact resolution, occupancy, deflection
• Exposure to Agentforce service agents, or a clear grasp of how they change service design
• Professional English - able to run requirement and design conversations directly with North American stakeholders

What We're Looking For

This is a contributor role, not a task-execution role. The team already has people who deliver what they are handed. What it needs is people who question whether the right thing is being built, and say so.

• Holds a point of view and states it, including to senior stakeholders and including after a decision has been made when new evidence warrants reopening it.
• Asks why a process, data model, or delivery standard exists before extending it, rather than replicating an incumbent pattern because it is the incumbent pattern.
• Surfaces risk, ambiguity, and weak requirements at the moment they are noticed - not at the sprint review, and not at go-live.
• Works past the assigned ticket: proposes better approaches, improves what sits around the work, and leaves the team’s practice stronger than it was found.
• Argues from evidence and changes position on evidence. Comfortable being wrong in public, uncomfortable staying quiet.

Success Indicators

• Routing puts cases with the right agent first time, measurably
• Knowledge is used by agents, evidenced by attach rate rather than article count
• Service metrics improve against a stated baseline after launch
• Processes delivered are ready for agentic deflection without redesign

Education

• Bachelor's degree in Computer Science, Software Engineering, Information Systems, or a related field - or equivalent experience

Visa Sponsorship

AspenView does not sponsor employment visas for this role. Applicants must be permanently authorized to work in their country of residence and must not require visa sponsorship now or in the future.

Equal Opportunity Employer

AspenView is proud to be an equal opportunity employer. We believe in creating an environment where all employees feel welcome, valued, and empowered to succeed. We celebrate diversity and strive to build a culture of inclusion where all individuals, regardless of their race, color, gender, gender identity or expression, sexual orientation, disability, age, or any other characteristic, can thrive. We encourage applicants from all walks of life to join our team and make a lasting impact.