Business Process Optimization Expert
5 days ago
Required Skills and Qualifications
- Degree in BS/BA, MIS or comparable technical degree.
- Must have Salesforce Service Cloud certification.
- At least 10+ years of experience as a business systems analyst on the Salesforce platform.
- Minimum of 5+ years of experience in Service Cloud and Experience Cloud.
- Deep knowledge and experience in implementing Support Processes, Case lifecycle, Partner Support Management, Entitlements, Milestones, Knowledge, CTI, Chat.
- Strong knowledge of Service Cloud Einstein, Prompt Builder, and Agentforce.
- Strong understanding and hands-on experience with Salesforce configuration, Flows, validation rules, etc.
- Good understanding of Einstein Analytics.
- Excellent problem-solving skills. Proven ability to achieve challenging goals and objectives.
- Strong communication skills - verbal, written, and listening.
- Fair, objective, and data-driven in decision making.
- Experience with Salesforce managed packages.
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