Salesforce Business Consultant – Agentforce Contact Center + Service Cloud (CH) — Bucher + Suter AG
NewCHF 68'500 - 104'000
Bucher + Suter AG · Bern (BE)
- Location
- Bern
- Contract
- full-time
- Posted
- 4 days ago
SalaryCHF 68'500 - 104'000
Role overview
Environment
We are looking for a Salesforce Business Consultant with deep expertise in Service Cloud, capable of owning discovery, solution design, and delivery for complex customer service transformations.
This role requires strong functional leadership, the ability to challenge requirements constructively, and the architectural maturity that comes with Salesforce Administrator and Service Cloud Consultant certification.
- Environment
- We are looking for a Salesforce Business Consultant with deep expertise in Service Cloud, capable of owning discovery, solution design, and delivery for complex customer service transformations.
- Key Responsibilities
- Lead discovery sessions with business and technical stakeholders to define service processes, KPIs, and operational needs.
Main responsibilities
- 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.
Additional details
- Drive change enablement by preparing training materials, documentation, and adoption strategies.
- Solid understanding of contact center KPIs, SLAs, and operational models.
- Familiarity with AI-powered features, including Einstein Bots, Agentforce AI, and Next Best Action. Hybrid working model and modern tooling
- Two paid Volunteer Time Off (VTO) days per year Diversity and Inclusion Statement
Notes and original content
- Requirements
- Familiarity with AI-powered features, including Einstein Bots, Agentforce AI, and Next Best Action.
- What we offer
- Hybrid working model and modern tooling
- Two paid Volunteer Time Off (VTO) days per year
- Diversity and Inclusion Statement
