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Professional Services Consultant for Salesforce

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• Full Time

• US based

• Remote

Description

The Professional Services Consultant role involves collaborating closely with customers, internal teams, and partners to gather requirements, define and understand the scope of work, and identify the activities and steps needed to design and implement solutions using the integrated Salesforce and Genesys platform. This position primarily focuses on supporting the Salesforce partnership, while also offering the opportunity to expand expertise in Genesys' Customer Experience (CX) platform. Key activities include:

• Develop, customize, and maintain Salesforce applications.

• Lead and support the implementation of Salesforce Service Cloud, ensuring alignment with customer objectives and best practices.

• Configure, integrate, and test Salesforce Service Cloud features, including case management, knowledge base, Omni-Channel, digital channels, workflow automation, and reporting.

• Integrate Salesforce with third-party systems and external data sources as required.

• Integrate Salesforce with CCaaS platforms, preferably Genesys Cloud CX.

• Design and implement automation processes using Salesforce automation tools.

• Collaborate with clients to gather and document business requirements, translate them into technical configurations, and deliver tailored solutions.

• Provide technical guidance and hands-on support during deployments and post-implementation phases.

• Create and execute test scripts for automation workflows and other configurations, leveraging existing tools (logs, reporting) to provide UAT and QA support.

• Troubleshoot and resolve technical issues, ensuring minimal disruption to business operations.

• Act as a trusted advisor to clients, identifying opportunities to optimize and enhance their customer service operations.

• Work closely with project managers, developers, and other stakeholders to ensure project timelines and deliverables are met. Communicate status, accomplishments, and roadblocks.

• Stay updated on Salesforce Service Cloud product updates, new features, and industry trends.

Requirements

At least 3 years of experience working as a Salesforce developer or architect, and experience with Salesforce Service Cloud, and understanding of Contact Center processes and technologies.