CRM Application Specialist

Company Description

We are looking for a hands-on expert who combines strong technical depth, ownership mindset, and the ability to lead delivery with trust and accountability.

This is a temporary role for Maternity leave replacement

Job Description

• Own end-to-end delivery of Salesforce Service Cloud solutions, from requirements through design, implementation, and deployment
• Act as a technical owner, ensuring high-quality, scalable, and maintainable solutions aligned with best practices
• Lead and manage project execution, including planning, prioritization, stakeholder alignment, and on-time delivery
• Design and implement Service Cloud capabilities (Case Management, Omni-Channel, Knowledge, automation) with strong attention to performance and usability
• Build trusted partnerships with business stakeholders by providing transparency, clear communication, and reliable execution
• Promote innovation and AI-driven enhancements, identifying opportunities to leverage Salesforce AI (Einstein/Copilot) to improve support processes

Qualifications

• Strong technical expertise in Salesforce configuration: Flows, Lightning Pages, data model, security model (roles & permissions), reports & dashboards
• Proven project management capabilities - ability to manage multiple streams, prioritize effectively, and deliver in a fast-paced environment
• Strong ability to build trust and credibility with stakeholders through consistent delivery and clear communication
• Ability to translate business needs into AI-driven solutions (e.g., case classification, recommendations, automation)
• Understanding of data quality and governance principles to support reliable AI outcomes
• B.A. degree in Industrial Engineering, Information Systems, or equivalent
• 3+ years of hands-on experience implementing Salesforce Service Cloud solutions

It would be great if you also have

• Hands-on experience or strong understanding of AI capabilities (Salesforce, Copilot)