Strong Senior Salesforce Service Cloud Specialist (with Omni-Channel Experience)

Peeklogic is a great and innovative Salesforce Development Company.

We are looking for a Strong Senior Salesforce Service Cloud Specialist.

Apply now for this position and become a part of our great team!

About the Role:

We are looking for a Strong Senior Salesforce Service Cloud Specialist to join our team and take ownership of a mission-critical Salesforce environment.

You’ll play a key role in maintaining a scalable, secure, and user-friendly Salesforce instance that supports a high-volume call center environment.

Key Responsibilities:

• Maintain a complex Salesforce Service Cloud org with 1M+ records and hundreds of users.
• Configure and optimize Omni-Channel routing, IVRs, macros, telephony, and automation rules.
• Leverage Einstein AI tools (Service Analytics, enhanced bots, case classification) to improve user experience and response quality.
• Utilize Agentforce Studio (Agent Builder, Prompt Builder, etc.) to manage and optimize intelligent agents.
• Design and implement permission sets, role hierarchies, and ensure system health
• Build advanced reports, dashboards, flows, formulas, and validation rules.
• Write clean documentation: technical specs, change sets, release notes, in-app guidance.
• Collaborate with developers, analysts, and business teams using Agile and DevOps practices (CI/CD pipelines).

What We Expect:

• 3+ years of hands-on experience with Salesforce Service Cloud.
• Proven experience in Omni-Channel setup, configuration, and optimization.
• Relevant Salesforce Service Cloud certification.
• Strong knowledge of Salesforce platform architecture, limits, and data security.
• Advanced experience with Salesforce Flows, SOQL, data modeling, LWC, and data migration.
• Proven experience in high-volume customer support or call center environments.
• Familiarity with Agile methodologies and DevOps tooling for Salesforce deployments.
• Excellent verbal and written communication with technical and non-technical audiences.
• Strong analytical and problem-solving mindset.
• High attention to detail with a focus on scalable, clean solutions.
• Ability to collaborate cross-functionally and adapt in a fast-changing environment.
• Commitment to continuous learning and keeping up with Salesforce ecosystem updates.
• Certifications:

             Salesforce Advanced Administrator

             Platform Developer I

             Salesforce Certified Service Cloud Consultant

             Salesforce Certified Agentforce Specialist

             Sales Cloud Consultant

Nice to Have:

• Experience with Einstein GPT, RAG (Retrieval-Augmented Generation), or similar LLM-enhanced AI tools.
• Knowledge of prompt engineering and LLM-context optimization.
• Hands-on work experience with Agentforce AI workflows and custom agent actions.
• Experience in cross-channel service strategies and AI voice integrations.

We Offer:

• Interesting and challenging project.
• Competitive salary. 
• Comfortable working environment.
• Paid vacations and sick leaves, additional days off.
• Friendly team and democratic corporate culturе (сorporate team-building events, corporate parties).
• Full-time position with flexible working hours. 
• Free grammar and vocabulary English courses.