Senior Product Specialist, Salesforce Service Cloud Administrator, Configurator

Stellenbeschreibung:

Serve as the primary point of contact for user-facing support escalations
Manage back-end hand-offs and provide a seamless resolution touchpoint to end users
Build and leverage AI tools for diagnosis, reproduction, root-cause analysis, and continuous improvement
Apply AI tools to Salesforce configuration and support workflows
Evaluate AI-generated outputs, prompt quality, knowledge-base accuracy, and agent response performance
Explore and prototype new AI capabilities and agentic workflows
Administer and configure Salesforce Service Cloud declaratively, including Flow Builder and metadata-driven solutions
Monitor integration touchpoints, authentication, and API-level failures
Partner with engineering teams to resolve integration issues
Maintain and troubleshoot complex, critical custom-built Service Cloud solutions
Execute go-to-market rollouts, training, support planning, launch, and hypercare activities
Implement product onboarding, support operations infrastructure, prioritization, and feedback loops
Run UAT testing from a user-experience perspective
Partner with Operations on Model Context Protocol (MCP) integrations
Drive user engagement, adoption, and product recommendations
Review case trends and identify adoption-improvement opportunities
Maintain expertise in product functionality, roadmap, release cycles, UAT, outages, engineering hand-offs, and case workflows
Translate user feedback into product improvement recommendations
Own continuous improvement of user-facing and internal knowledge bases

Requirements

Salesforce Service Cloud Certification (Administrator or Service Cloud Consultant, or current equivalent), or hands-on experience configuring Salesforce, building integrations, and working AI/API-driven workflows in lieu of certification
Comfortable reading API logs and debug logs to trace authentication and integration failures, including OAuth 2.0 token issues
Able to read and interpret Apex classes and HTTP callouts well enough to diagnose issues, reproduce them, and hand them off to engineering with clear reproduction paths and supporting logs
Hands-on experience with AI tools such as Claude and ChatGPT and agentic AI systems, including prompt building and AI-assisted workflows
Combined 3–5+ years of product support, Salesforce administration, or related technical support experience; less accepted with an accompanied recommendation
Preferred: Comfortable working in Lightning Web Components (LWC) and legacy Aura
Preferred: Hands-on experience with VS Code, Postman, or Developer Console
Preferred: Working understanding of Data Cloud fundamentals
Preferred: Experience building or experimenting with Agentforce or MCP (Model Context Protocol)
Preferred: Comfortable with Azure DevOps, Jira, MoveWorks, and ServiceNow or similar tools
Growth-oriented and proactive, respecting chain of command
Seeks and incorporates feedback
Values documentation and change-management communication
Strong presentation skills
Able to work independently, take ownership, and take direction from a peer-level lead

Core Competencies

Demonstrates expertise in Salesforce Service Cloud administration and configuration, with a strong focus on AI tools for support workflows and user engagement. Capable of managing integrations, troubleshooting complex solutions, and driving continuous improvement through user feedback and data analysis.