Senior Service Cloud Engineer

Job summary

The Service Cloud Engineer is responsible for owning Salesforce Service Cloud in a high-growth SaaS environment, establishing scalable support processes, and defining best practices. Key responsibilities include designing case management processes, managing SLA frameworks, and integrating AI capabilities to enhance automation and support workflows.

Qualifications

• Extensive technical and project management experience with Salesforce Service Cloud
• Experience building or restructuring Service Cloud setups
• Salesforce Certified Platform Administrator
• Confident communication in English using technical terminology
• Proven experience as a primary Service Cloud owner or lead
• Strong expertise in case management design and automation
• Experience integrating and managing system connections
• Deep understanding of customer support operations
• Strong understanding of data structure and governance
• Ability to operate independently and drive initiatives end‑to‑end
• Strong stakeholder management and communication skills

Responsibilities

• Act as the owner of Salesforce Service Cloud, defining its structure, governance, and long‑term roadmap
• Design and implement scalable case management processes from the ground up
• Establish and manage SLA frameworks, entitlements, and support performance tracking
• Identify gaps, inefficiencies, and opportunities, and proactively drive improvements
• Troubleshoot issues, perform root cause analysis, and own problems through to resolution
• Sandbox testing and deployment to Production for upcoming changes
• Define and execute a roadmap for embedding AI capabilities into Service Cloud
• Partner with Service and Product teams to ensure strong data foundations for AI-driven workflows
• Evaluate and implement Salesforce Einstein or other AI-powered tooling
• Drive adoption of AI features to improve efficiency and customer experience

Skills

Certifications

Relocation