Salesforce Service Cloud Specialist

Summary

Join Definity First as a Salesforce Service Cloud Specialist and work remotely from anywhere in Mexico or LATAM. This role requires 4–6 years of hands-on Salesforce administration experience, strong knowledge of Salesforce architecture, and proficiency in SOQL. You will administer and optimize Salesforce Service Cloud for large-scale organizations, configure Omni-Channel routing, and leverage Salesforce Einstein tools. The ideal candidate possesses expertise in Flows, validation rules, and automation best practices, along with experience with Agentforce Studio and RAG implementation. A Bachelor's Degree in Computer Science/Information Technology or equivalent is required. Advanced English fluency is also necessary.

Requirements

• 4–6 years of hands-on Salesforce administration experience
• Strong knowledge of Salesforce architecture, security, and data modeling
• Proficient in SOQL and familiar with LWC development
• Certified: Advanced Administrator, Service Cloud Consultant, Agentforce Specialist , etc
• Expertise with Flows, validation rules, and automation best practices
• Production-level experience with Salesforce Einstein tools , including Service Analytics, Service Intelligence, chatbots, and case classification
• Experience with Agentforce Studio (Agent Builder, Prompt Builder, etc.) and RAG implementation
• English: Advanced / Fluent conversational level required
• Strong communication skills with both technical and non-technical stakeholders
• Analytical thinker with solid problem-solving abilities
• Attention to detail and commitment to clean documentation
• Team player with adaptability in a fast-changing environment
• Continuous learner, open to innovation and platform evolution
• Computer Science/Information Technology Bachelor's Degree or equivalent

Responsibilities

• Administer and optimize Salesforce Service Cloud for large-scale orgs (1M+ records, 100+ users)
• Configure Omni-Channel routing, IVRs, assignment rules, flows, and automation tools
• Leverage Salesforce Einstein tools like Service Analytics, enhanced chatbots, case classification, and AI Voice
• Create dashboards, reports, technical documentation, release notes, and in-app guidance
• Apply DevOps and Agile best practices (CI/CD pipelines)
• Collaborate closely with cross-functional teams to translate business needs into scalable solutions

Benefits

100% Remote – Open to candidates across Mexico and LATAM