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Job Description
Structured overview of role & requirementsAbout This Role
Conduct moderately difficult research, design, and development within Salesforce ecosystem focusing on Service Cloud, Experience Cloud, and AI-powered solutions.
Partner with business and product teams to document processes, recommend improvements, design future-state processes, and identify AI/automation opportunities.
Develop user stories and acceptance criteria, maintain stakeholder expectations, and support responsible AI adoption in service/self-service workflows.
Minimum Requirements
Proven experience in process modelling (BPMN), eliciting business requirements, and translating them into user stories and acceptance criteria.
Hands-on experience with Salesforce Service Cloud and Experience Cloud; familiarity with Salesforce AI capabilities like Einstein and Agent force is highly desirable.
Experience working in agile environments using frameworks such as Agile, Scrum, or Kanban with full software development lifecycle exposure.
Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
Demonstrated ability to engage and communicate effectively across organizational levels, including facilitating workshops and producing high-quality process documentation.
Experience with AI/automation initiatives within a CRM context, especially related to Salesforce and customer service processes.
Ability to analyze existing systems and assess technical/business suitability of AI/automation solutions, supporting responsible AI adoption.