Salesforce Service Cloud Engineer (Integration focused + strong Agent force)

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or a related technology field, or equivalent practical experience.
• 4+ years of experience delivering Salesforce solutions, with focus on Salesforce Service Cloud in complex enterprise environments.
• Deep understanding of Service Cloud capabilities, including omnichannel routing, digital channels, Agentforce , case management, and contact center operations.
• Experience working closely with Salesforce (product teams, account teams) and understanding SKUs, features, and roadmap capabilities
• Experience with enterprise data models, business metrics, and KPIs within Salesforce, particularly for service and agent performance reporting.
• Expertise in contact center analytics, including agent productivity, case lifecycle management, customer interactions, and SLA performance.
• Hands‑on experience integrating Salesforce with enterprise data platforms and services, including Snowflake, using both batch and real‑time patterns.
• Exposure to event‑driven architectures and real‑time integrations using Kafka or similar streaming technologies.
• Exposure to scalable, secure architectures that integrate Salesforce with broader enterprise tech stacks (e.g., Java, Spring Boot, APIs).
• Ability to collaborate effectively across internal development teams, multiple systems integrators (SIs), and third‑party vendors.
• Strong communication and stakeholder‑management skills, with the ability to bridge business requirements, Salesforce administrators, developers, data engineers, and analytics teams.

must haves

• Acknowledge the presence of choice in every moment and take personal responsibility for your life.
• Possess an entrepreneurial spirit and continuously innovate to achieve great results.
• Communicate with honesty and kindness and create the space for others to do the same.
• Lead with courage, knowing the possibility of greatness is bigger than the fear of failure.
• Foster connection by putting people first and building trusting relationships.
• Integrate fun and joy as a way of being and working, aka doesn’t take yourself too seriously.