SFDC Service Cloud Process Analyst

Role Overview

• Design and optimize future-state customer service workflows
• Spearhead the deployment of Agentforce AI Agents
• Own the omni-channel routing logic
• Provide deep root-cause analysis on key CX metrics
• Lead User Acceptance Testing (UAT) and change management initiatives

Requirements

• 3-5 years of experience in Business or Revenue Operations within a global SaaS environment
• Salesforce Certified Administrator and Service Cloud Consultant certifications are required
• Expert-level proficiency in Salesforce Flow and process mapping tools like Miro, Lucidchart, or Visio
• Proven ability to apply systems thinking to complex business problems
• Strong global mindset with experience collaborating across diverse, international teams to drive digital transformation
• Certification in Lean Six Sigma, Agile, or Business Process Management (BPM) is a bonus
• Hands-on experience with Process Mining tools and advanced Service Cloud Analytics
• Previous experience in 'conversation design' for AI bots and automated deflection strategies

Tech Stack

• Cloud

Benefits

• Medical
• Dental
• Vision
• Life
• Disability
• Time off plans
• Retirement plans
• Tax savings plans for health, dependent care and commuter expenses
• Paid Parental Leave
• Employee Stock Purchase Plan