Services Cloud & Contact Center Consultant – Salesforce

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🕒 June 23

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Black Pearl Consult

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🎯 Recruiter

Consulting • Recruitment

Black Pearl Consult is a leading HR consultancy and specialist recruitment firm with about 10 years of workforce partnership experience. They provide customized HR consultancy, specialist recruitment and workforce solutions, including full managed projects, enablement, upskilling, a job seekers portal, team-building and corporate services. The firm positions itself as an extension of client teams to manage or support hiring processes and to deliver tailored talent strategies. Black Pearl lists offices in Abu Dhabi (UAE), Auckland (New Zealand) and Manila (Philippines) and serves corporate clients across industries.

📋 Description

• Implement and configure Salesforce Service Cloud • Design customer support workflows and case management processes • Configure Omni-Channel, Knowledge Base, Live Chat, and Service Console • Optimize contact center operations and service delivery processes • Develop service performance dashboards and reporting • Support integration with telephony and third-party customer support systems • Facilitate user adoption and training

🎯 Requirements

• 4–8+ years Salesforce consulting experience • Experience implementing Service Cloud solutions • Strong understanding of customer service operations • Knowledge of contact center technologies • Salesforce Service Cloud Certification preferred • Excellent client-facing communication skills