Salesforce Service Cloud Consultant Needed
Budget: €36 – €0 EUR
Project Overview
We are looking for an experienced Salesforce Service Cloud Consultant to help shape and scale a modern, data-driven Customer Service organization within a dynamic eCommerce environment.
The focus of this role goes beyond standard configuration. You will actively design and implement a scalable and reliable service architecture, enabling efficient case handling, intelligent routing, and measurable service performance.
You will work closely with business and product stakeholders to evolve Customer Service into a high-performing, insight-driven function.
Responsibilities
Design and implement a modern Service Cloud architecture aligned with scalable Customer Service operations
Translate business needs into efficient, automated service processes with a strong focus on reducing manual effort
Configure and optimize:
Case Management (complex flows, prioritization, escalation models)
Omni-Channel routing (skills-based, capacity-based, real-time balancing)
Service Console and agent experience
Build and enhance automation using Apex, Rest API, Flow and Ligtning Web Component
Implement and structure Knowledge Management for self-service and agent efficiency
Ensure data model consistency and scalability across service processes
Collaborate with engineering teams on integrations and system boundaries
Requirements
Extensive experience as a Salesforce Service Cloud Consultant (5+ years preferred)
Proven track record in building or transforming modern Customer Service setups (not just maintaining legacy setups)
Strong technical capabilities in:
Omni-Channel configuration (skills-based routing, presence configuration, workload management)
Service Cloud data model design (Cases, Entitlements, Milestones, custom objects)
Automation architecture (Flow vs Apex decision-making, scalability considerations)
Performance optimization & maintainability of configurations
Apex development (triggers, classes, asynchronous processing, best practices)
Lightning Web Components (LWC) (custom UI development, component architecture, integration with Apex)
REST API integrations (external system integrations, JSON/XML handling, callouts, web services)
Batch Apex & asynchronous processing (Batch, Queueable, Future methods for large data handling)
Advanced Flow design (complex logic, orchestration, error handling)
Architecture & integration mindset:
Experience with API-based integrations (REST, event-driven patterns)
Understanding of system landscapes (CRM, ERP, eCommerce platforms)
Ability to design clean interfaces and avoid technical debt
Working style:
Strong ownership mindset with the ability to drive topics independently
Experience working in cross-functional, agile product teams
Fluent in English
Nice to Have
Experience in high-volume customer service environments (e.g., eCommerce, marketplaces)
Salesforce certifications (e.g., Service Cloud Consultant, Application Architect)
Experience with:
Einstein / AI features in Service Cloud
Self-service portals / Experience Cloud
Data-driven service optimization (dashboards, operational KPIs)
Project Details
Start: ASAP
Duration: 3 months, extension possible
Workload: 4-5 days / week
Location: Remote (EU timezone preferred)
Language: English
Rate: Please provide your daily rate
We are looking for an experienced Salesforce Service Cloud Consultant to help shape and scale a modern, data-driven Customer Service organization within a dynamic eCommerce environment.
The focus of this role goes beyond standard configuration. You will actively design and implement a scalable and reliable service architecture, enabling efficient case handling, intelligent routing, and measurable service performance.
You will work closely with business and product stakeholders to evolve Customer Service into a high-performing, insight-driven function.
Responsibilities
Design and implement a modern Service Cloud architecture aligned with scalable Customer Service operations
Translate business needs into efficient, automated service processes with a strong focus on reducing manual effort
Configure and optimize:
Case Management (complex flows, prioritization, escalation models)
Omni-Channel routing (skills-based, capacity-based, real-time balancing)
Service Console and agent experience
Build and enhance automation using Apex, Rest API, Flow and Ligtning Web Component
Implement and structure Knowledge Management for self-service and agent efficiency
Ensure data model consistency and scalability across service processes
Collaborate with engineering teams on integrations and system boundaries
Requirements
Extensive experience as a Salesforce Service Cloud Consultant (5+ years preferred)
Proven track record in building or transforming modern Customer Service setups (not just maintaining legacy setups)
Strong technical capabilities in:
Omni-Channel configuration (skills-based routing, presence configuration, workload management)
Service Cloud data model design (Cases, Entitlements, Milestones, custom objects)
Automation architecture (Flow vs Apex decision-making, scalability considerations)
Performance optimization & maintainability of configurations
Apex development (triggers, classes, asynchronous processing, best practices)
Lightning Web Components (LWC) (custom UI development, component architecture, integration with Apex)
REST API integrations (external system integrations, JSON/XML handling, callouts, web services)
Batch Apex & asynchronous processing (Batch, Queueable, Future methods for large data handling)
Advanced Flow design (complex logic, orchestration, error handling)
Architecture & integration mindset:
Experience with API-based integrations (REST, event-driven patterns)
Understanding of system landscapes (CRM, ERP, eCommerce platforms)
Ability to design clean interfaces and avoid technical debt
Working style:
Strong ownership mindset with the ability to drive topics independently
Experience working in cross-functional, agile product teams
Fluent in English
Nice to Have
Experience in high-volume customer service environments (e.g., eCommerce, marketplaces)
Salesforce certifications (e.g., Service Cloud Consultant, Application Architect)
Experience with:
Einstein / AI features in Service Cloud
Self-service portals / Experience Cloud
Data-driven service optimization (dashboards, operational KPIs)
Project Details
Start: ASAP
Duration: 3 months, extension possible
Workload: 4-5 days / week
Location: Remote (EU timezone preferred)
Language: English
Rate: Please provide your daily rate