Senior Salesforce - Service Cloud Consultant

Important Information

Location: Brazil Job Mode: Full-time Work Mode: Work from home

Job Summary

We are seeking a highly skilled and motivated Salesforce Service Cloud & Chat Consultant. This role combines deep expertise in Salesforce Service Cloud, chat-based customer engagement. The consultant will play a pivotal role in designing, implementing, and optimizing scalable Salesforce solutions. The ideal candidate is a hands-on problem solver who thrives at the intersection of technical delivery, solution architecture, and client advisory. This role requires strong collaboration skills, the ability to lead conversations with business and technical stakeholders, and a passion for delivering best-in-class customer service experiences.

Responsibilities and Duties

• Design & Deliver scalable Salesforce Service Cloud and Chat solutions, including omni-channel and case management;
• Customize & Integrate using Apex, LWC, and platform tools to meet business requirements;
• Advise & Guide stakeholders on best practices for chat workflows, agent enablement, and cross-cloud architecture;
• Enable DevOps by managing version control, pipelines, and automated deployments with Copado;
• Support & Train users, ensuring adoption, data integrity, security, and compliance;
• Stay Current with Salesforce releases and emerging capabilities.

Essential Skills

• Proven experience implementing Salesforce Service Cloud and Chat solutions across commercial and consumer contexts;
• Strong understanding of CRM processes, omni-channel case routing, and chat deflection strategies;
• Hands-on experience with Copado or equivalent Salesforce DevOps platforms;
• Salesforce Certifications (Service Cloud Consultant, Omni-Channel Supervisor, Chat Specialist) strongly preferred;
• Ability to lead solutioning efforts and provide strategic guidance beyond code delivery.

Highly Desirable Skills

• Experience with Agentforce, Data Cloud, and other advanced Salesforce products;
• Familiarity with large-scale Salesforce migrations and multi-cloud integrations;
• Ability to work effectively with onshore and offshore teams;
• Prior consulting or partner-side experience with Salesforce delivery.

About Encora Encora is the preferred digital engineering and modernization partner of some of the world’s leading enterprises and digital native companies. With over 9,000 experts in 47+ offices and innovation labs worldwide, Encora’s technology practices include Product Engineering & Development, Cloud Services, Quality Engineering, DevSecOps, Data & Analytics, Digital Experience, Cybersecurity, and AI & LLM Engineering. At Encora, we hire professionals based solely on their skills and qualifications, and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.