Salesforce Service Cloud � Gen AI, Omni-Channel, Prompt Engineering

Posted on June 6, 2025

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Job Description

  • *Role:* Salesforce Service Cloud � Gen AI, Omni-Channel, Prompt Engineering
  • *Location:* Remote
  • *Exp:* 6+ Years
  • *Role Overview*
  • We�re looking for a seasoned Salesforce professional who combines deep hands-on admin
  • skills with real-world Business Systems Analyst experience. You�ll architect and configure
  • Service and Experience Cloud solutions�leveraging Gen AI, Omni-Channel routing, and
  • Prompt-Driven Agentforce workflows�to elevate our support organization�s efficiency and
  • Intelligence.
  • *Key Responsibilities*
  • * Solution Design & Configuration
  • o Lead full-cycle setup of Service Cloud & Experience Cloud including
  • data models, sharing, security, and Site/Community configurations
  • o Configure Agentforce features and design Prompt Templates for AI?driven agent guidance:
  • ? Define prompt strategy to align with business use-cases
  • ? Collaborate with subject-matter experts to capture intent and
  • edge cases
  • ? Iterate/testing prompts to maximize accuracy and user
  • satisfaction
  • ? Manage MIAW (Messaging for In-app and Web) setup
  • * Omni-Channel & Routing
  • o Build and optimize Skills-Based Routing across phone, chat, and
  • digital channels
  • o Define capacity models, presence statuses, and routing rules to
  • balance load and SLAs
  • o Integrate with CRM Analytics for real-time dashboards and performance
  • monitoring
  • * Business Systems Analysis
  • o Facilitate requirements gathering workshops with support leaders and
  • agents
  • o Translate business needs into user stories, process flows, and technical
  • specs
  • o Validate solutions through UAT plans, training sessions, and change?management support
  • * Cross-Functional Collaboration & Enablement
  • o Partner with product owners, developers, and operations teams to
  • implement and deploy features
  • o Create and maintain documentation, best-practice guides, and training
  • materials
  • o Conduct knowledge transfers to ensure ongoing admin self-sufficiency

Required Skills

gen ai omni-channel prompt engineering