Senior Service Cloud Engineer
Role Purpose
We are seeking our first dedicated Service Cloud Engineer to take full ownership of Salesforce Service Cloud within a high‑growth SaaS business. This is a foundational role, responsible for establishing scalable support processes, defining best practices, and building a robust Service Cloud environment from the ground up.
This role is ideal for someone who thrives in 0→1 environments — designing and implementing solutions where structure is still evolving. The role will involve stakeholder management, Salesforce architecture, and hands-on building in Service Cloud.
The role will also play a key part in embedding AI capabilities into Service Cloud over time, driving automation and intelligent support workflows.
Key Responsibilities
- Act as the owner of Salesforce Service Cloud, defining its structure, governance, and long‑term roadmap
- Design and implement scalable case management processes from the ground up (routing, queues, SLAs, escalations)
- Establish and manage SLA frameworks, entitlements, and support performance tracking
- Identify gaps, inefficiencies, and opportunities, and proactively drive improvements
- Troubleshoot issues, perform root cause analysis, and own problems through to resolution
- Sandbox testing and deployment to Production for upcoming changes
- Define and execute a roadmap for embedding AI capabilities into Service Cloud, including:
- AI-assisted case classification, routing, and prioritisation
- Agent assist tools (suggested responses, knowledge recommendations)
- Automation of repetitive support interactions via chatbots or self-service
- Predictive insights for case volume, SLA risk, and escalation likelihood
- Partner with Service and Product teams to ensure strong data foundations for AI-driven workflows
- Evaluate and implement Salesforce Einstein or other AI-powered tooling where appropriate
- Drive adoption of AI features to improve efficiency, response quality, and customer experience
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Must-Have Skills & Experience
- 5+ years of technical and project management experience with Salesforce Service Cloud
- At least 2 Salesforce certifications
- Proven experience as a primary Service Cloud owner or lead in a scaling or high‑growth environment
- Strong expertise in case management design, automation (Flows), routing logic, and SLA frameworks
- Experience building or significantly restructuring Service Cloud setups (0→1 or transformation)
- Deep understanding of customer support operations and ticket lifecycle management
- Strong understanding of data structure, governance, and process standardisation
- Experience or strong interest in AI-driven support solutions and automation
- Ability to operate independently and drive initiatives end‑to‑end
- Strong stakeholder management and communication skills across business and technical teams
- Experience integrating and managing system connections (e.g. Tableau, Netsuite)
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What Success Looks Like
Service Cloud transitions from a supporting system into a well‑structured, scalable, and reliable platform that underpins customer support operations. Clear processes, automation, and SLAs are in place, enabling teams to operate efficiently and consistently.
Over time, AI capabilities are successfully embedded into support workflows, reducing manual effort, improving response quality, and enabling more proactive customer support.
This role becomes the go‑to expert and owner of Service Cloud, setting both the operational foundation and forward‑looking innovation roadmap for the platform.
