Job Description
Description
At Activeo, a Toku company, we create bespoke cloud communications and customer engagement solutions to reimagine customer experiences for enterprises. We provide an end-to-end approach to help businesses overcome the complexity of digital transformation and deliver mission-critical CX through cloud communication solutions. Activeo combines local strategic consulting expertise, bespoke technology, regional in-country infrastructure, connectivity, and global reach to serve the diverse needs of enterprises operating at scale. Headquartered in Singapore, we support customers across APAC and beyond, with a growing footprint across global markets.
This is a hands-on Salesforce Service Cloud delivery role focused on implementing and configuring customer service workflows for enterprise contact centre environments. You will work closely with architects and business stakeholders to translate requirements into scalable Service Cloud configurations, integrations, and client-ready deployments. The role is primarily delivery-focused, combining technical configuration, API integration, and client-facing implementation work. Success in this role depends on strong Service Cloud fundamentals, end-to-end delivery ownership, and the ability to collaborate effectively with business and technical stakeholders.
Requirements
What you will be doing
Service Cloud implementation & configuration: Configure and deploy Salesforce Service Cloud capabilities including case management, queues, assignment rules, escalation workflows, entitlements, Omni-Channel routing, knowledge, and Service Console features.
End-to-end delivery ownership: Translate business requirements into Service Cloud solutions, build configurations, support testing, and participate in deployment and hypercare.
Client-facing solution delivery: Work directly with customer stakeholders to clarify requirements, validate workflows, conduct demos, and support UAT and go-live readiness.
Integration with external systems: Implement API-based integrations between Salesforce Service Cloud and third-party platforms to enable workflow automation and data synchronization.
Workflow and case lifecycle design: Configure routing logic, SLAs, automation rules, and service workflows to support customer service operations.
Collaboration with architects and partners: Execute implementations under architect guidance while coordinating with delivery teams and integration stakeholders.
Testing, deployment & documentation: Support system testing, release deployment, and create configuration and operational documentation.
Salesforce best practices & governance: Apply standard configuration practices, permission models, and maintainable data structures for scalable delivery.
Continuous improvement: Identify opportunities to optimize workflows, automation, and agent productivity within Service Cloud deployments.
We’d love to hear from you if you have
Salesforce Service Cloud experience: Hands-on experience configuring Service Cloud, particularly case management, routing, and service workflows.
CRM delivery experience: Around 3–6 years of experience delivering CRM or customer service platform implementations.
Service Cloud configuration expertise: Practical experience with queues, assignment rules, escalation rules, entitlements, Omni-Channel, and Service Console.
Salesforce technical implementation experience: Hands-on Salesforce configuration experience, with exposure to Flow Builder, API integrations, and basic Apex or automation logic.
Salesforce platform fundamentals: Strong understanding of objects, workflows, permissions, and automation.
API integration experience: Experience integrating Salesforce with external systems using REST APIs or similar approaches.
End-to-end delivery exposure: Ability to participate in requirements gathering, configuration, testing, and deployment.
Client-facing delivery experience: Comfortable interacting with business stakeholders and translating requirements into technical solutions.
Contact centre domain understanding: Familiarity with customer service operations, ticketing workflows, and agent productivity tools.
Salesforce certifications: Salesforce Administrator, Service Cloud Consultant, or similar certifications are beneficial but not mandatory.
Telephony / CCaaS exposure: Exposure to CTI or contact centre platforms such as Amazon Connect, Cisco Webex, or similar is a plus but not required.
DevOps awareness: Basic understanding of Salesforce release processes, sandboxes, or change management is helpful.
Location: This role can be based in either Malaysia or Singapore, and would operate on hybrid mode
What would you get?
Training and Development
Discretionary Yearly Bonus & Salary Review
Healthcare Coverage based on location
20 days Paid Annual Leave (15 days for Malaysia based roles), plus other leave allowances
Toku has been recognised as a LinkedIn Top Startup and by the Financial Times as one of APAC’s Top 500 High Growth Companies. If you’re looking to be part of a company on a strong growth trajectory while working on meaningful, real-world challenges, we’d love to hear from you.
