Senior Salesforce Service Cloud Specialist (f/m/div)

At Keenfinity, we are passionate about innovative and professional security and communication solutions—with approximately 4,200 employees in over 50 countries worldwide. Our mission is clear: We develop more than just technology—we secure, connect, and enrich life's most important moments.

We bring the same passion to our work environment as we do to our products, an environment built on trust, appreciation, and personal responsibility. Together, we shape the future—boldly, with a focus on our customers, and with a strong team spirit.

As a Senior Salesforce Service Cloud Specialist , you provide critical technical leadership and subject matter expertise to the Product Owner for Sales/CRM, with deep expertise in Salesforce Service Cloud and the Contact to Closure (C2C) process.

You will translate complex service requirements into a technical roadmap, design and implement best-in-class Service Cloud solutions, and expose service data and functionality via APIs to power our headless architecture — with high technical visibility and real ownership of the end-to-end service stack.

Subject Matter Expertise

• Serve as the technical lead and go-to expert for Salesforce Service Cloud across the organization

• Provide expert guidance on platform capabilities, limitations, and best practices to product and development teams

Solution Design & Implementation

• Analyze and translate complex service-related business needs into a detailed technical roadmap and backlog

• Design, build, and configure robust and scalable solutions within Salesforce Service Cloud (case management, entitlements, knowledge base, omni-channel routing)

• Optimize service processes through automation (Flows) and best-practice configuration

API Enablement & Integration

• Collaborate with the E2E IT Architect to design and expose service-related data and processes (case status, knowledge articles, agent availability) securely and efficiently via APIs

• Ensure seamless consumption by the headless frontend and other downstream systems

• Define integration patterns, security models, and performance standards for Service Cloud APIs

Process Ownership (Contact to Closure)

• Provide deep technical expertise and support for the entire Contact to Closure (C2C) lifecycle, from initial customer contact through to resolution and reporting

• Drive continuous improvement of C2C processes in partnership with business stakeholders

• Own end-to-end traceability and reporting across the C2C value chain

Quality Assurance & Support

• Define and execute testing strategies for new service features

• Act as the highest point of technical escalation for complex service-related incidents

• Partner with QA and operations to ensure release readiness and post-go-live stability

• Education : Bachelor's degree in Computer Science, Information Technology, or a related field

• Experience and Know-how: 5+ years hands-on with Salesforce Service Cloud in a large-scale enterprise environment. Expert-level Service Cloud configuration (Flows, case management, entitlements, Omni-Channel, knowledge); deep understanding of Service Cloud APIs and proven experience building integrations. Strong, practical understanding of Contact to Closure (C2C) processes and service industry KPIs and best practices. Certifications: Salesforce Certified Service Cloud Consultant required; Advanced Administrator and Platform Developer I preferred

  • Nice to have: Experience with Field Service Lightning

• Personality and Working Style: Analytical, structured, and solution-oriented approach; proven ability to translate complex business requirements into elegant and effective technical solutions; strong communication and stakeholder management skills

• Languages: Fluent English (written and spoken) required; German a strong plus

This position can also be filled at the Ovar location.

At Keenfinity we don't just build innovative solutions — we shape a smarter, more connected world through technology.

We value different backgrounds, ideas, and experiences and we're committed to growing, learning, and celebrating success as one team. Everyone is welcome here — we foster an environment where everyone is respected, valued, and encouraged to be their authentic self.

Keenfinity is an equal opportunity employer, offering equal opportunities for all. We welcome applications from people with disabilities and can offer support, if needed. When everyone has a chance to contribute, we all do better.

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