Senior Service Cloud Engineer

• Extensive technical and project management experience with Salesforce Service Cloud
• Experience building or significantly restructuring Service Cloud setups (0→1 or transformation)
• Must be a Salesforce Certified Platform Administrator (if a certificate is not attached, your application will not be considered)
• Must be able to confidently communicate in English using technical terminology
• Proven experience as a primary Service Cloud owner or lead, bringing an ownership mindset
• Strong expertise in case management design, automation (Flows), routing logic, and SLA frameworks
• Experience integrating and managing system connections (e.g. Tableau, Netsuite)
• Deep understanding of customer support operations and ticket lifecycle management
• Strong understanding of data structure, governance, and process standardisation
• Ability to operate independently and drive initiatives end‑to‑end
• Strong stakeholder management and communication skills across business and technical teams

• Experience or strong interest in AI-driven support solutions and automation
• Is a Salesforce Certified Agentforce Service Consultant
• Experience in a scaling or high‑growth environment

• Competitive Compensation: Enjoy a competitive base salary and company-based performance bonus.
• Time to Recharge: Unlimited Annual Leave because we trust you to balance your work and wellbeing.
• Support for You: Access to our Employee Assistance Program, including mental health, legal, and financial guidance.
• Growth Opportunities: Educational benefits to help you keep learning and growing.
• Team Culture: Regular team events, an inclusive environment, and a shared commitment to making an impact.

Ready to Make a Difference?
If you’re a bold, results-driven leader who thrives on challenges, loves scaling success, and is passionate about making a difference—we want to hear from you!

Thank you for your interest. Please note, we are not seeking support from external recruitment agencies at this time. Direct applications from candidates are warmly welcomed.

Please note that Evotix is unable to offer visa sponsorship. You must have the legal right to work in the country where the role is based at the time of application.

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.

Initially:

• 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

Once you've taken the system from 0→1:

• 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