SERVICES CLOUD & CONTACT CENTER CONSULTANT - SALESFORCE

Black Financial Consult; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Black Financial Consult is seeking a Senior Service Cloud & Contact Centre Consultant to help clients transform customer service operations using Salesforce Service Cloud, omni-channel support, and robust case management.

You will design workflows, configure Omni-Channel, Live Chat, and Service Console, and develop dashboards. Remote work within the United States is offered; the role emphasizes client-facing communication and hands-on delivery.

Qualifications

• 4–8+ years Salesforce consulting experience.
• Experience implementing Service Cloud solutions.
• Strong understanding of customer service operations.
• Knowledge of contact center technologies.
• Salesforce Service Cloud Certification preferred.
• Excellent client-facing communication skills.

Responsibilities

• Implement and configure Salesforce Service Cloud.
• Design customer support workflows and case management processes.
• Configure Omni-Channel, Knowledge Base, Live Chat, and Service Console.
• Optimize contact center operations and service delivery processes.
• Develop service performance dashboards and reporting.
• Support integration with telephony and third-party customer support systems.
• Facilitate user adoption and training.

Skills

Salesforce Service Cloud

Customer service ops

Client-facing communication

Omni-Channel

Education

Salesforce Service Cloud Certification (preferred)

Tools

Live Chat

Telephony integration

Knowledge Base

Job description

This is a remote position. BFCG is seeking a Service Cloud & Contact Centre Consultant to help clients transform customer service operations through Salesforce Service Cloud, case management, omni-channel support, and contact center optimization.

Key Responsibilities

• Implement and configure Salesforce Service Cloud
• Design customer support workflows and case management processes
• Configure Omni-Channel, Knowledge Base, Live Chat, and Service Console
• Optimize contact center operations and service delivery processes
• Develop service performance dashboards and reporting
• Support integration with telephony and third-party customer support systems
• Facilitate user adoption and training

Requirements

• 4–8+ years Salesforce consulting experience
• Experience implementing Service Cloud solutions
• Strong understanding of customer service operations
• Knowledge of contact center technologies
• Salesforce Service Cloud Certification preferred
• Excellent client-facing communication skills