Salesforce Business Consultant – Agentforce Contact Center + Service Cloud (CH)
Lindenhofstrasse 1, 3048 Worblaufen · IT-Dienstleistung · Privatunternehmen · Deutsch
Wer wir sind
Wir sind Ihr Partner für die Transformation von Contact Centern. Mit über 40 Jahren Erfahrung bieten wir Lösungen für Contact Center, Zusammenarbeit, Omnichannel CX und CRM-Integration. Unsere Expertise liegt in der Verbesserung der Leistung in komplexen Umgebungen, ohne den laufenden Betrieb oder den Kundenservice zu stören. Wir verbinden Plattformen, Menschen und Workflows, um nahtlose Erlebnisse zu schaffen und den Wert Ihrer Plattforminvestitionen zu maximieren.
Key Responsibilities
- Lead discovery sessions with business and technical stakeholders to define service processes, KPIs, and operational needs.
- Design scalable solutions across Agentforce, Service Cloud, Omni-Channel, and Digital Engagement, ensuring alignment with platform best practices.
- Optimize contact center operations by defining routing strategies, agent workflows, and supervisor dashboards.
- Configure and prototype advanced Service Cloud features, including Flows, automations, Knowledge, and Case Management.
- Collaborate with technical teams to guide integration patterns, data models, and LWC component requirements.
- Support UAT and quality assurance to validate solution integrity and ensure a smooth go-live.
- Drive change enablement by preparing training materials, documentation, and adoption strategies.
Requirements
- Salesforce Administrator and Service Cloud Consultant certification.
- Strong hands-on experience with Service Cloud, including Case Management, Omni-Channel, Knowledge, Macros, and automation.
- Proven expertise with Agentforce Contact Center, including routing, telephony integration, agent workspace, and supervisor tools.
- Ability to translate complex business requirements into clear, actionable user Stories.
- Experience collaborating with developers on APIs, integrations, and LWC.
- Solid understanding of contact center KPIs, SLAs, and operational models.
Fähigkeiten
ICT
Architect
ML / AI
SalesforceGehaltsspanne
Auf AnfrageDieser Arbeitgeber nennt die Gehaltsspanne im ersten Gespräch.
Kontakt
At Bucher + Suter, we believe that diversity drives innovation and success. We are committed to creating an inclusive environment where all employees feel valued and respected, regardless of their background, identity, or experiences. We welcome and encourage applicants from all walks of life to join our team and contribute to our shared goals. Your documents will be treated confidentially. By submitting your application documents, you agree that Bucher + Suter AG may process them to conduct the application process at its locations in Germany and Switzerland.
