Associate Director - Salesforce Service and Experience Cloud

Responsibilities

• Translate service processes into Salesforce solutions and document functional requirements
• Prepare solution designs, system architecture, and entity relationship diagrams
• Configure Service Cloud features including Case Management, Knowledge, Omni-Channel, and Digital Engagement
• Implement Field Service, Surveys, and AppExchange products like CTI and OwnBackup
• Build and customize Experience Cloud sites for customers and partners using Experience Builder
• Ensure responsive design and accessibility across devices for portals
• Identify integration requirements and suggest approaches for ERP and middleware
• Prepare configuration runbooks and conduct user training sessions

Requirements

• 10+ years of experience in Salesforce
• Deep understanding of Service Cloud and Experience Cloud
• Completion of at least two end-to-end implementations of Service and Experience Cloud
• Hands-on experience with Salesforce Flows, Apex, and LWC
• Knowledge of Single Sign-On (SSO)
• Experience with integrations via REST/SOAP APIs and middleware like MuleSoft or Boomi
• Knowledge of Agentforce
• Service Cloud Consultant certification
• Experience Cloud Consultant certification

Preferred Qualifications

• Agentforce Specialist certification
• Salesforce Certified Application Architect
• Platform Developer I & II
• Integration Architecture Designer

About the Company

Riveron partners with clients—from global multinationals to high-growth private entities—to solve complex finance challenges, guided by our DELTA values: Drive, Excellence, Leadership, Teamwork, and Accountability.