Services Cloud & Contact Center Consultant - Salesforce

BFCG is seeking a Service Cloud & Contact Centre Consultant to help clients transform customer service operations through Salesforce Service Cloud, case management, omni-channel support, and contact center optimization.

Key Responsibilities

Implement and configure Salesforce Service Cloud Design customer support workflows and case management processes Configure Omni-Channel, Knowledge Base, Live Chat, and Service Console Optimize contact center operations and service delivery processes Develop service performance dashboards and reporting Support integration with telephony and third-party customer support systems Facilitate user adoption and training Requirements 4–8+ years Salesforce consulting experience Experience implementing Service Cloud solutions Strong understanding of customer service operations Knowledge of contact center technologies Salesforce Service Cloud Certification preferred Excellent client-facing communication skills