Specialist Service (Salesforce Service Cloud) (div/w/m)

Job description

Subject Matter Expertise: Serve as the ultimate technical authority for Salesforce Service Cloud. Provide expert guidance on platform capabilities, limitations, and best practices to the product and development teams. Solution Design & Implementation: Analyze and translate complex service-related business needs into a detailed technical roadmap and backlog. Design, build, and configure robust and scalable solutions within the Salesforce Service Cloud to optimize service processes (e.g., case management, entitlements, knowledge base, omni-channel routing). API Enablement: Collaborate with the E2E IT Architect to design and expose service-related data and processes (e.g., case status, knowledge articles, agent availability) securely and efficiently via APIs for consumption by the headless frontend and other systems. Process Ownership: Provide deep technical expertise and support for the entire Contact to Closure (C2C) lifecycle, from initial customer contact through to resolution and reporting. Quality Assurance & Support: Define and execute testing strategies for new service features. Act as the highest point of technical escalation for complex service-related incidents. Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Experience: 5+ years of extensive hands-on experience with Salesforce Service Cloud in a large-scale enterprise environment. Technical Expertise: Expert-level skills in Service Cloud configuration, including automation (Flows), case management, entitlements, Omni-Channel, and knowledge management. Experience with Field Service Lightning is a plus. Technical Expertise: Deep understanding of Service Cloud APIs and experience building integrations. Technical Expertise: Strong, practical understanding of Contact to Closure (C2C) processes and service industry KPIs and best practices. Skills: Salesforce certifications are mandatory, with a strong preference for Salesforce Certified Service Cloud Consultant and Advanced Administrator. Skills: Proven ability to translate complex business requirements into elegant and effective technical solutions. Skills: Strong analytical, diagnostic, and problem-solving skills. Skills: Excellent documentation and communication skills. Our benefits include ⚖️ Flexible work conditions 🔀 Hybrid work system 🍽️ Canteen 🧑‍⚕️ Medical office on site (nutrition, psychology, physiotherapy and general clinic) 📚 Training opportunities (i.e., technical training, foreign languages training) & certifications 📈 Opportunities for career progression and continuous professional development 💲 Access to great discounts in partnerships 🏋️ Sports and health related activities (gym) 🅿️ Free parking lot 🌐 Exchange with colleagues around the world ----- At Keenfinity we don’t just build innovative solutions — we shape a smarter, more connected world through technology. We value different backgrounds, ideas, and experiences and we’re committed to growing, learning, and celebrating success as one team. Everyone is welcome here — we foster an environment where everyone is respected, valued, and encouraged to be their authentic self. Keenfinity is an equal opportunity employer, offering equal opportunities for all. We welcome applications from people with disabilities and can offer support, if needed. When everyone has a chance to contribute, we all do better. The Keenfinity Group delivers professional communication and security solutions that connect and protect people and assets. Following its carve-out from the Bosch Group in mid-2025, it operates as independent company within the portfolio of European investment firm Triton. The Group’s four Businesses include Audio delivering professional communication products of the globally renowned brands Bosch, Electro-Voice, Dynacord, RTS and Telex, IQSIGHT Video Systems, Radionix Intrusion & Access, and KEENFINITY Electronics Manufacturing Services (EMS). In fiscal year 2025, the group generated revenues of over €1 billion and employed approximately 4,000 people across more than 40 countries. We are looking for a senior technical Specialist for our Service domain, with deep expertise in Salesforce Service Cloud and the Contact to Closure (C2C) process. This role provides critical technical leadership and subject matter expertise to the Product Owner for Sales/CRM. You will translate complex service requirements into a comprehensive technical roadmap, design and implement best-in-class service solutions, and ensure that all service-related data and functionality are seamlessly accessible via APIs for our headless architecture.