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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