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Tech Stack
Tools & technologiesCloudTableau
About the role
Key responsibilities & impact- Own Salesforce Service Cloud structure, governance, and long-term roadmap
- Design and implement scalable case management processes, including routing, queues, SLAs, and escalations
- Establish and manage SLA frameworks, entitlements, and support performance tracking
- Identify gaps, inefficiencies, and improvement opportunities
- Troubleshoot issues, perform root cause analysis, and own problems through resolution
- Test changes in sandbox environments and deploy them to production
- Define and execute a roadmap for embedding AI capabilities into Service Cloud
- Implement AI-assisted case classification, routing, and prioritisation
- Develop agent-assist tools such as suggested responses and knowledge recommendations
- Automate repetitive support interactions through chatbots or self-service
- Develop predictive insights for case volume, SLA risk, and escalation likelihood
- Partner with Service and Product teams to establish data foundations for AI-driven workflows
- Evaluate and implement Salesforce Einstein or other AI-powered tooling
- Drive adoption of AI features to improve efficiency, response quality, and customer experience
- Manage stakeholders across business and technical teams
- Present an assessment task to an interview panel
Requirements
What you’ll need- 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; certificate must be attached or the 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
- Strong expertise in case management design, automation (Flows), routing logic, and SLA frameworks
- Experience integrating and managing system connections, such as Tableau and 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
- Salesforce Certified Agentforce Service Consultant is desirable
- Experience in a scaling or high-growth environment is desirable
- Must have the legal right to work in the country where the role is based
- Evotix is unable to offer visa sponsorship
Benefits
Comp & perks- Competitive base salary
- Company-based performance bonus
- Unlimited Annual Leave
- Employee Assistance Program, including mental health, legal, and financial guidance
- Educational benefits
- Regular team events
- Inclusive environment
- Reasonable adjustments at any stage of the interview process