Functional Salesforce Service Cloud Consultant - Sofigate Oy - Remote - Global

We are looking for a Functional Salesforce Service Cloud Consultant who can walk into a workshop and confidently lead a discussion such as: “Let’s first understand how your service organization creates value today, where the bottlenecks are, and what outcomes you are trying to achieve. Once we understand that, we will determine how much can be solved with standard Service Cloud capabilities and where configuration or custom development is actually justified. At Sofigate, you will act as a trusted advisor across the customer lifecycle, combining presales consulting, solution design, business process transformation, and hands-on Salesforce Service Cloud delivery. Lead and facilitate customer workshops, challenge assumptions, and understand service processes and business outcomes. Translate business needs into Salesforce Service Cloud solutions. Design solution roadmaps, user stories and acceptance criteria. Advise when to configure versus customize Salesforce. Collaborate with architects, developers and customer stakeholders. Guide customers on AI and Agentforce opportunities. We expect you to have strong expertise in customer service processes and Salesforce Service Cloud. Experience designing business solutions and documenting business processes. Solid understanding of Salesforce Service Cloud configuration, including case management, Service Console, Omni-Channel, Knowledge, email-to-case, web-to-case, assignment and escalation rules, entitlements, and milestones. Experience with Salesforce automation using Flow, validation rules, approval processes, dynamic forms, and reporting & dashboards. Good understanding of Salesforce data model, security, sharing, record types, and page layouts. Ability to make sound design decisions, including when to configure vs. customize, understanding platform limitations, integration principles, release management, and when to involve solution or technical architects. Understanding of Salesforce AI capabilities, including Agentforce, Prompt Builder, Einstein features, Knowledge grounding, case summarization, AI-assisted routing, and AI-generated responses. Hands-on implementation experience is a plus, but we expect you to understand where AI creates business value. Strong communication skills in both Finnish and English. We expect you to have at least five years of experience in several of the following areas: Salesforce Service Cloud implementations, Contact center transformations, Customer service modernization, Case management redesign, Knowledge management, Self-service portal implementations, Experience with Salesforce Sales Cloud and/or Field Service is considered an advantage. How we work At Sofigate, we are involved in cutting-edge projects that are shaping the future. We have an international, vibrant, and fun culture with great openness and flexibility. We value every Sofigator and strive to build a diverse, equal, and inclusive workplace, where everyone’s voice is heard, and where everyone can become the best versions of themselves. We value a healthy work-life balance and support you in maintaining it. Growth is not just a corporate thing for us, it is personal. There is so much to explore and learn within our community, and together with our customers, that having a bit of fun is unavoidable. Why join us Challenging customer assignment opportunities, environment varying from large internationally operating companies to purposeful public organisations. Opportunities for professional growth and development. Full 2.5 days/month of vacation accrual starting from the beginning of your employment Shareholder program, which allows you to be a part owner in Sofigate Extended healthcare insurance and a wellness programme that is available for all employees. Interested? Share your background, skills, and motivation to join us latest on 16.8.2026. For additional information you can reach out to Team Lead Riitta Lehtonen on Tuesday 4 August, 15:00–16:00 (EEST) or Monday 10 August, 14:00-15:00 (EEST), Tel +358 40 538 4947. About Sofigate We are The Business Technology Company with the fastest time-to-value in the gen AI era. We achieve that by combining our transformation expertise with low/no-code platforms and generative AI. That’s how we create sustainable customer value. In practice, that means helping our customers to develop the interplay between business and technology: to design, build and implement transformations and business-friendly technology solutions, like Salesforce, ServiceNow and SAP. As leaders of Business Technology management, we are the founder of the Business Technology Forum, the developer of the Business Technology Standard. Our team of 800+ professionals based in 8 offices across 5 countries: Finland, Sweden, Denmark, Hungary, and Poland, are always ready to help, both our colleagues and our customers. At the very core of our being are our values: dare, care and grow. We dare to challenge the market, foster a community that cares about our people and drive growth with a customer centric business vision.