Cloud Service Desk Analyst

Position: Salesforce Service Cloud Functional Lead

Location: Remote

Exp: 10 Years

Role Overview: We are seeking a seasoned Salesforce professional to lead the functional design and delivery of enterprise Service Cloud solutions. The ideal candidate will have strong experience in contact center workflows, omni-channel service solutions, and client-facing leadership.

Key Responsibilities:

• Lead Service Cloud functional design (Case Management, Service Console, Omni-Channel, CTI, Chat, Messaging)
• Own contact center workflows, SLAs, routing, escalations, and agent experience
• Translate business requirements into scalable Salesforce configurations
• Partner with architects and developers on integrations
• Support Service Cloud migrations and modernization initiatives
• Drive UAT, stakeholder workshops, and training

Required Experience: 8+ years of Salesforce experience with strong Service Cloud focus Proven background as a Functional Lead / Senior Consultant Hands-on contact center and omni-channel implementation experience Strong Service & Sales Cloud understanding Agile delivery experience Salesforce Service Cloud Consultant Certification preferred

For applications and inquiries, contact: hirings@openkyber.com