What are the responsibilities and job description for the Salesforce Professional Service Consultant position at Latitude CX?
Company Description
Latitude CX Inc is a Contact Center Systems Integrator specialized in technology consulting, solution design, and the implementation of customized Contact Center & CRM solutions to deliver customer experiences that drive business success and growth. Our office is in Alpharetta, GA.
Job Summary:
We are seeking an experienced Professional Services Consultant to support the implementation of Salesforce Service Cloud solutions for our Contact Center clients. This role involves working closely with customers, stakeholders, and internal teams to ensure successful deployment, configuration, and integration of Salesforce Service Cloud. Experience integrating Salesforce with Genesys Cloud CX is a huge plus!
Key Responsibilities:
- Develop, customize, and maintain Salesforce applications.
- Lead and support the implementation of Salesforce Service Cloud, ensuring alignment with customer objectives and best practices.
- Configure, integrate, and test Salesforce Service Cloud features, including case management, knowledge base, Omni-Channel, digital channels, workflow automation, and reporting.
- Integrate Salesforce with third-party systems and external data sources as required.
- Integrate Salesforce with CCaaS platforms, preferably Genesys Cloud CX.
- Design and implement automation processes using Salesforce automation tools.
- Collaborate with clients to gather and document business requirements, translate them into technical configurations, and deliver tailored solutions.
- Provide technical guidance and hands-on support during deployments and post-implementation phases.
- Create and execute test scripts for automation workflows and other configurations, leveraging existing tools (logs, reporting) to provide UAT and QA support.
- Troubleshoot and resolve technical issues, ensuring minimal disruption to business operations.
- Act as a trusted advisor to clients, identifying opportunities to optimize and enhance their customer service operations.
- Work closely with project managers, developers, and other stakeholders to ensure project timelines and deliverables are met. Communicate status, accomplishments, and roadblocks.
- Stay updated on Salesforce Service Cloud product updates, new features, and industry trends.
Qualifications & Experience:
- 3 years of experience in implementing and supporting Salesforce Service Cloud.
- Strong knowledge of Salesforce architecture, design, and deployment best practices.
- Strong understanding of Salesforce Service Cloud capabilities.
- Experience with Apex and Visualforce.
- Proficiency in Salesforce Lightning components.
- Detail-oriented with a strong focus on quality.
- Experience with version control systems.
- Familiarity with Einstein AI (predictive and/or generative).
- Experience with API integrations, scripting, and cloud technologies.
- Familiarity with networking, security, and CRM concepts.
- Strong analytical and problem-solving skills with a customer-focused mindset.
- Excellent verbal and written communication skills, with the ability to interact with both technical and non-technical stakeholders.
- Relevant Salesforce certifications (e.g., Salesforce Service Cloud Consultant) are preferred.
- Bonus points for experience with CCaaS platforms such as Genesys Cloud CX.
Why Join Us?
- Opportunity to work on cutting-edge Salesforce Service Cloud implementations in a dynamic and fast-growing environment.
- Collaborative and dynamic work environment with a focus on professional growth.
- Competitive salary and benefits package.
- Flexible work arrangements, including remote opportunities.
If you are passionate about delivering exceptional customer experiences through technology, we would love to hear from you!