Salesforce Support Analyst (Service Cloud) | Contract

Be the first Service Cloud expert post a greenfield Salesforce implementation. Our client is going live with Salesforce Service Cloud for its contact centre and are in need of a hands-on Salesforce Analyst to keep it stable, fix what breaks and help set up a sustainable support model.

This is a 6-month contract with a high chance of extension or conversion to permanent on a fully funded, sponsored and supported project.

The role

• Maintain and enhance flows, queues, routing rules, permission sets and reports, and tidy up any setup left from the implementation
• Resolve BAU support tickets across email-to-case, Amazon Connect telephony, chat-to-case and Omnichannel routing
• Basic Apex and LWC fixes (the build is roughly 90% configuration, 10% code)
• Join a weekend on-call roster: be reachable by phone and within 30 minutes of a laptop to triage. It is standby, not a full weekend shift
• Recommend improvements and document
• Work with the Service Cloud Product Owner, Project BAs, Data Cloud and integration teams and Salesforce

Skills and experience

• Strong hands-on experience as a Salesforce functional analyst, admin or consultant, with deep Service Cloud configuration skills
• Proven experience with case management, email-to-case, Omnichannel routing and queues, and Salesforce flows
• Experience supporting a live production Salesforce environment, including incident triage
• Enough Apex and LWC knowledge to read code and fix the basics
• Clear communication with both technical teams and contact centre staff
• Willingness to join a weekend on-call roster
• Salesforce certifications are preferred but not mandatory

Nice to have

• Chat-to-case, Agentforce or Einstein chat experience
• Amazon Connect or other CTI integrations
• Salesforce Data Cloud exposure
• Contact centre or retail background
• Post go-live stabilisation experience

Why should you apply!?

• Be the first Service Cloud expert and shape how it is supported for years to come
• Fully funded, sponsored and supported project with a high chance of extension or conversion to permanent
• Genuinely lovely and down to earth people to work alongside
• Work across the contact centre, IT, Data Cloud and integration and get broad exposure across an enterprise organisation

*Applicants must be permanent residents or Australian Citizens.

To learn more about this outstanding opportunity, apply today or contact #salesforcekat on LinkedIn.

Kathrin Pantenburg

Kohort Partners

#SalesforceKat

[email protected]