Salesforce Service Cloud Consultant

Position: Salesforce Service Cloud Consultant

Location: Coppell, TX (Hybrid – 3 Days/Week Onsite)

Role Overview

We are seeking an experienced Salesforce Service Cloud Consultant to design, implement, and optimize customer service solutions using Salesforce Service Cloud. The ideal candidate will work closely with business stakeholders to translate customer service requirements into scalable Salesforce solutions that enhance customer experience, agent productivity, and operational efficiency.

Key Responsibilities

• Lead end-to-end implementation of Service Cloud solutions.
• Gather and analyze business requirements; translate them into functional and technical designs.
• Configure and customize Service Cloud features including:
  • Case Management
  • Omni-Channel
  • Knowledge Base
  • Service Console
  • Entitlements & Milestones
  • Live Chat / Messaging
• Implement automation using Flows, Process Builder, and Apex (as needed).
• Integrate Salesforce with third-party systems using APIs and middleware tools.
• Design reports and dashboards to monitor KPIs and service performance.
• Support data migration, deployment, and environment management.
• Provide user training, documentation, and post-go-live support.
• Collaborate with developers, admins, and QA teams to ensure successful delivery.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• 6+ years of Salesforce experience with 4+ years focused on Service Cloud.
• Strong hands-on configuration experience in Service Cloud.
• Experience with Salesforce Lightning Experience.
• Knowledge of Apex, SOQL, and Salesforce data model.
• Experience with integrations (REST/SOAP APIs).
• Strong understanding of CRM best practices and customer service processes.
• Excellent communication and stakeholder management skills.