Salesforce Service Cloud Specialist

at Definity First
💬 Customer Service🔵 Mid-level

Job description

We are looking for a Salesforce Service Cloud Specialist to join our team remotely from anywhere in Mexico or LATAM. If you’re a seasoned Salesforce Admin with deep Omni-Channel experience and a future-focused mindset, especially around AI tools like Einstein, we’d love to hear from you!

- 100% Remote.

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.

Soft Skills:

  • 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.

Key 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.

Education

  • Computer Science/Information Technology Bachelor’s Degree or equivalent.

About Definity First

Definity First specializes in IT Services, Cloud Business Applications & Microsoft Technologies, providing enterprise-grade solutions that translate into a successful business transformation.

We were founded in 2004, with six offices distributed across the US and Mexico. Definity First has worked for transformative, iconic companies and universities such as Tesla, Flowserve, Harvard, Berkeley, Caltech, and more.

At Definity First we do not discriminate towards gender, age, sexual preferences/orientation, religion, pregnancy, ethnicity or place of origin.

www.definityfirst.com

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