Salesforce Business Consultant (Service Cloud)

For our client, we are looking for an experienced Salesforce Business Consultant (m/w/d) with a focus on Service Cloud. In this role, you will take over the analysis of business requirements, the conception of innovative Salesforce solutions, and the accompaniment of transformation projects in the customer service environment. Area of responsibility • Analysis and recording of business requirements in close cooperation with departments and stakeholders • Conception and implementation of solutions based on Salesforce Service Cloud, Agentforce, and Omnichannel • Optimization of contact center processes, workflows, and routing strategies • Configuration of Service Cloud functionalities such as Case Management, Knowledge, and Automations • Collaboration with developers on integrations, data models, and technical requirements • Support for testing, user acceptance, and go-live activities • Consulting on scaling possibilities, automation, and AI-based Salesforce solutions Skills & Qualifications • Several years of experience with Salesforce Service Cloud and contact center solutions • Knowledge of Agentforce, Omnichannel Routing, Knowledge Management, and Automation • Experience in translating business requirements into practical solution concepts • Understanding of APIs, integrations, and collaboration with development teams • Good knowledge of contact center KPIs, SLAs, and service processes • Pronounced communication and stakeholder management skills • Experience with Experience Cloud, Field Service, or Salesforce AI solutions is an advantage Experis® is a worldwide leading provider of IT personnel recruitment, permanent positions, project solutions, and managed services. With over 25 years of experience in Switzerland and locations in Zürich, Basel, and Genf, we connect leading companies with top IT specialists. Our mission is to support talents in unfolding their potential and shaping successful, future-oriented careers.