The Role
We are seeking our first dedicated Service Cloud Engineer to take full ownership of Salesforce Service Cloud within a high‑growth SaaS business. This is a foundational role, responsible for establishing scalable support processes, defining best practices, and building a robust Service Cloud environment from the ground up.
This role is adecuado for someone who thrives in 0→1 environments — designing and implementing solutions where structure is still evolving. The role will involve stakeholder management, Salesforce architecture, and hands-on building in Service Cloud.
The role will also play a key part in embedding AI capabilities into Service Cloud over time, driving automation and intelligent support workflows.
What You'll Do
Initially:
• Act as the owner of Salesforce Service Cloud, defining its structure, governance, and long‑term roadmap
• Design and implement scalable case management processes from the ground up (routing, queues, SLAs, escalations)
• Establish and manage SLA frameworks, entitlements, and support performance tracking
• Identify gaps, inefficiencies,
and opportunities, and proactively drive improvements
• Troubleshoot issues, perform root cause analysis, and own problems through to resolution
• Sandbox testing and deployment to Production for upcoming changes
Once you've taken the system from 0→1:
• Define and execute a roadmap for embedding AI capabilities into Service Cloud, including:
• • AI-assisted case classification, routing, and prioritisation
• Agent assist tools (suggested responses, knowledge recommendations)
• Automation of repetitive support interactions via chatbots or self-service
• Predictive insights for case volume, SLA risk, and escalation likelihood
• Partner with Service and Product teams to ensure strong data foundations for AI-driven workflows
• Evaluate and implement Salesforce Einstein or other AI-powered tooling where appropriate
• Drive adoption of AI features to improve efficiency, response quality, and cust
📌 Senior Service Cloud Engineer (España)
🏢 Evotix
📍 España