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Overview

4–6 years hands‑on administering Salesforce Service Cloud with ≥1 million records and hundreds of active users, including permission set & role hierarchy design, release management, and org health monitoring.

Key Responsibilities

- Configure and manage Omni‑Channel routing, assignment rules, and macros.
- Design and maintain reports, dashboards, and automations to improve case responsiveness across channels.
- Utilize SOQL to query data efficiently and implement sound data modeling practices for scalable solutions.
- Build and maintain Flow, formula fields, validation rules, and assignment rules to meet complex business requirements.
- Configure and manage a Service Cloud Voice call center using platforms such as Amazon Connect, Natterbox, Vonage, and RingCentral.
- Create concise technical documentation, architecture diagrams, data flow diagrams, release notes, and in‑app guidance.
- Deploy and manage Experience Cloud sites.

Must‑Have Skills

- Deep understanding of the Salesforce CRM platform, its architecture, limits, and data security models.
- Proficiency in declarative tools and custom code,



including experience with Lightning Web Components (LWC).
- Strong knowledge of data migration and management best practices.
- Experience with DevOps tools such as Salesforce DevOps Center, Copado, and Gearset.
- Familiarity with continuous integration, continuous delivery (CI/CD), and Agile methodologies.

Nice‑to‑Have Skills

- Hands‑on experience building and deploying Agentforce agents.
- Experience building and deploying AI Voice solutions.
- Experience with Einstein AI tools (Service Analytics, Service Intelligence, enhanced chat bots, case classifications).

Certifications

- Advanced Administrator
- Salesforce Certified Agentforce Specialist
- Application Architect
- Experience Cloud
- Salesforce Certified Service Cloud Consultant
- Administrator
- Platform Developer I
- Platform App Builder

Employment Information

- Seniority level: Mid‑Senior Level
- Employment type: Full‑time
- Job function: Engineering and Information Technology
- Industry: IT Services and IT Consulting

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📌 Salesforce Service Cloud Specialist (Torreón)
🏢 Concentrix
📍 Torreón