CRM Application Specialist (Maternity Leave Cover)

We are looking for a hands-on expert who combines strong technical depth, ownership mindset, and the ability to lead delivery with trust and accountability.

Responsibilities

Own end-to-end delivery of Salesforce Service Cloud solutions, from requirements through design, implementation, and deployment; Act as a technical owner, ensuring high-quality, scalable, and maintainable solutions aligned with best practices; Lead and manage project execution, including planning, prioritization, stakeholder alignment, and on-time delivery; Design and implement Service Cloud capabilities (Case Management, Omni-Channel, Knowledge, automation) with strong attention to performance and usability; Build trusted partnerships with business stakeholders by providing transparency, clear communication, and reliable execution; Promote innovation and AI-driven enhancements, identifying opportunities to leverage Salesforce AI (Einstein/Copilot) to improve support processes

Requirements

Strong technical expertise in Salesforce configuration: Flows, Lightning Pages, data model, security model (roles & permissions), reports & dashboards; Proven project management capabilities – ability to manage multiple streams, prioritize effectively, and deliver in a fast-paced environment; Strong ability to build trust and credibility with stakeholders through consistent delivery and clear communication; Ability to translate business needs into AI-driven solutions (e.g., case classification, recommendations, automation); Understanding of data quality and governance principles to support reliable AI outcomes; B.A. degree in Industrial Engineering, Information Systems, or equivalent; 3+ years of hands-on experience implementing Salesforce Service Cloud solutions

Nice to have

Hands-on experience or strong understanding of AI capabilities (Salesforce, Copilot)