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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
- Platfor

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