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Job summary
Maintain and enhance Salesforce Service Cloud and knowledge management capabilities, oversee operational processes, and coordinate releases and issue resolution with stakeholders, vendors, and support teams. Conduct application health checks, improve operational efficiency, support AI initiatives, and ensure reliable, secure solutions for retail operations and contact center users.
Job details
Project Scope/Description of Services: Assist the customer by ensuring ongoing delivery and management of scalable solutions across Salesforce platforms, with a strong focus on Service Cloud and Knowledge Management/Knowledgebase capabilities. The role will partner closely with business stakeholders, product managers, and technical teams to ensure the ongoing effectiveness of Salesforce capabilities that enhance customer experience, store operations, and contact center performance. High level scope of role & responsibilities: 2. Partner with business stakeholders, product managers, and technical teams to maintain and enhance Salesforce capabilities that improve customer experience, store operations, and contact center performance. 3. Serve as a strategic escalation point for high-impact issues, collaborating with vendors to drive resolutions and influence their roadmaps. 4. Advise cross-functional teams on technology solutions that align with enterprise principles, architectural standards, and future scalability. 5. Oversee incident, problem, and change management processes for Salesforce Service Cloud and related applications. 6. Coordinate with internal and external teams to plan and execute releases, enhancements, and maintenance activities with minimal business disruption. 7. Provide guidance to support teams, while also ensuring adherence to SLAs and operational best practices. 8. Contribute to developing AI solutions/standards in GEC agentic AI and follow standards and guidelines for development. Deliverables: Team member identified above will operate in Sprint Agile methodology as per the process(s) Key deliverables as below: a. Conduct regular technology “health checks” across GEC applications to proactively identify risks, performance bottlenecks, and improvement opportunities. b. Support troubleshooting through solid analytical reasoning c. Continuously identify, drive and implement process improvements, automation opportunities, and operational efficiencies across GEC technology operations. d. Ensure ongoing delivery of scalable, reliable, and secure solutions across Salesforce platforms supporting retail operations and GEC. e. Use AI techniques to bring efficiency and make effort to incorporate in the ways of working f. Support knowledge management practices, ensuring that the Service Cloud Knowledgebase is accurate, current, optimized and accessible for GEC users. g. Participate in sprint planning and daily scrum calls. h. Use JIRA for managing deliverables and Confluence for updating & publishing documentation.
What you’ll do
Maintain and enhance Salesforce Service Cloud and knowledge management capabilities, oversee operational processes, and coordinate releases and issue resolution with stakeholders, vendors, and support teams. Conduct application health checks, improve operational efficiency, support AI initiatives, and ensure reliable, secure solutions for retail operations and contact center users.
Requirements
The role calls for experience supporting Salesforce platforms, particularly Service Cloud and knowledgebase capabilities, along with strong analytical troubleshooting and cross-functional collaboration. It also requires familiarity with Agile sprint practices, operational management, and tools such as JIRA and Confluence; no formal education requirement is stated.
Listed skills
- Incident Management · Preferred
- Change Management · Preferred
- Troubleshooting · Preferred
- Process Improvement · Preferred
- Jira · Preferred
Other relevant skills
Identified from the job description. Confirm important requirements above.
- Salesforce Service Cloud
- Knowledge Management
- Incident Management
- Problem Management
- Change Management
- Vendor Management
- Stakeholder Collaboration
- Troubleshooting
- Agile Methodology
- Sprint Planning
- AI Solutions
- Process Improvement
- Release Coordination
- Service-Level Agreement Management
- JIRA
- Confluence
Job areas
- Technology
- Software
- Customer Service & Support
- Retail
- Management & Leadership