Senior Salesforce Service Cloud Engineer

• 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

• 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

• 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