Salesforce Service Cloud Lead

At Definity, we don’t just solve problems we engineer smarter, scalable technology that grows with our customers’ businesses. From AI-powered platforms to seamless integrations, our mission is to deliver digital solutions that actually drive results.

We’re looking for a Salesforce Service Cloud Leadto join our remote team and help design and deliver cutting-edge Salesforce Service Cloud solutions that combine human ingenuity with AI-powered automation. This is a 100% remote position open to candidates across LATAM.

Skills

• 6+ years of Salesforce experience, including 2+ years leading Service Cloud projects.
• Deep expertise in Salesforce Service Cloud, including declarative tools and programmatic components.
• Proven ability to architect scalable Service Cloud solutions aligned with business and technical requirements.
• Advanced proficiency in Apex, SOQL, LWC, and integrations via APIs.
• Strong command of Salesforce configuration, automation, dashboards, and Omni-Channel routing.
• Experience with AI and automation tools, including Einstein Automate, Agentforce, and related technologies.
• Knowledge of telephony (CTI/IVR), digital engagement, and Salesforce Event Monitoring.
• Familiarity with Salesforce DevOps Center, Copado, or similar.
• Security and compliance expertise.
• Salesforce Certifications: Service Cloud Consultant, Platform Administrator I/II, Data Architect.
• Excellent communication skills and experience with Agile methodologies.
• Understanding of autonomous AI agents and their role in Salesforce workflow optimization.
• Advanced English.

• Lead end-to-end Salesforce Service Cloud designs, implementations, and enhancements, integrating agentic AI capabilities and ensuring technical alignment with business needs.
• Architect and deliver automated solutions leveraging Salesforce Flows, Approval Processes, and Einstein Automate to streamline operations and drive productivity.
• Collaborate with cross-functional teams to identify service challenges and deliver scalable, high-impact solutions.
• Lead and mentor a team of Service Cloud specialists, fostering a culture of innovation, quality, and proactive problem-solving.
• Oversee project governance, timelines, risk management, and compliance with security and data privacy policies.
• Conduct workshops, demos, and training sessions to elicit requirements and promote best practices.
• Configure and optimize Service Cloud features Omni-Channel, Service Console, automation, case management, and reporting.

Since 2004, we’ve been pushing the boundaries of IT services, cloud applications, and business transformation. With teams across the US and Mexico, we’ve partnered with iconic organizations like Tesla, Flowserve, Harvard, Berkeley, and Caltech to create solutions that make an impact.

At Definity, we value diversity and inclusion no matter your gender, background, or identity, what matters most is your talent and passion for innovation.