**Important Information**
Experience: +6 years
Job Mode: Full-time
Work Mode: Work from home
**Role Overview**
We are seeking a highly skilled and motivated Salesforce Service Cloud & Chat Consultant. This role combines deep expertise in Salesforce Service Cloud, chat-based customer engagement. The consultant will play a pivotal role in designing, implementing, and optimizing scalable Salesforce solutions.
**Key Responsibilities**- Design & Deliver scalable Salesforce Service Cloud and Chat solutions, including omni-channel and case management.- Customize & Integrate using Apex, LWC, and platform tools to meet business requirements.- Advise & Guide stakeholders on best practices for chat workflows, agent enablement, and cross-cloud architecture.- Enable DevOps by managing version control, pipelines, and automated deployments with Copado.- Support & Train users, ensuring adoption, data integrity, security, and compliance.- Stay Current with Salesforce releases and emerging capabilities.
**Qualifications**- Proven experience implementing Salesforce Service Cloud and Chat solutions across commercial and consumer contexts.- Strong understanding of CRM processes, omni-channel case routing,



and chat deflection strategies.- Hands-on experience with Copado or equivalent Salesforce DevOps platforms.- Salesforce Certifications (Service Cloud Consultant, Omni-Channel Supervisor, Chat Specialist) strongly preferred.- Excellent communication skills, with the ability to collaborate across technical and business stakeholders.- Ability to lead solutioning efforts and provide strategic guidance beyond code delivery.
**Preferred Skills**- Experience with Agentforce, Data Cloud, and other advanced Salesforce products.- Familiarity with large-scale Salesforce migrations and multi-cloud integrations.- Ability to work effectively with onshore and offshore teams.- Prior consulting or partner-side experience with Salesforce delivery.
**About Encora**
Encora is a integral company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering & Application Modernization, Data & Analytics, Digital Experience & Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI & LLM Engineering, among others.
At Encora, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.

📌 Salesforce Service Cloud Consultant (Ciudad de México)
🏢 Encora
📍 Ciudad de México