Salesforce Service Cloud Engineer

About the Company We are one of New Zealand's largest retailers, committed to enhancing customer experience through significant investments in digital transformation. Our company has a strong reputation for driving meaningful change via innovative technology solutions. We are currently seeking a Salesforce Service Cloud Engineer to join our team on a contract basis and play a vital role in this exciting journey. About the Role In the position of Salesforce Service Cloud Engineer, you will collaborate with a cross-functional team to implement major enhancements to our service operations. Your expertise will be instrumental in defining and executing the Salesforce roadmap, with a focus on scalability, usability, and customer impact. Responsibilities In this role, you will be responsible for the following: - Designing and configuring Service Cloud features, including Case Management, Omni-Channel, Knowledge Base, and Live Chat. - Building automation solutions using Flow, Apex, and Process Builder. - Integrating Salesforce with various external platforms, including telephony, messaging tools, and internal systems. - Collaborating with stakeholders to enhance workflows and improve customer outcomes. - Creating dashboards and reports to monitor service performance. - Staying up-to-date with Salesforce updates and ensuring adherence to best practices. Requirements To be successful in this position, you should meet the following criteria: - Extensive experience with Salesforce Service Cloud in complex enterprise environments. - A deep understanding of customer support and call center operations. - Proven technical skills in configuration and Apex development. - Effective stakeholder engagement capabilities, with comfort in agile or enterprise delivery models. - Salesforce certifications such as Service Cloud Consultant, Admin, or Platform Developer are advantageous. Benefits By joining our team, you will enjoy: - The opportunity to work on a high-profile initiative that is shaping the future of our company. - Being part of a smart, forward-thinking team dedicated to innovation. - A hybrid work model, allowing for remote work within New Zealand for top candidates. - The chance to engage in impactful work that enhances customer service on a national scale. We look forward to welcoming you to our team and embarking on this transformative journey together.