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Technology and Innovation

2 weeks ago

Remote, India Riveron Full time

**Riveron is looking for a highly skilled Salesforce Service Cloud Expert** to lead the configuration and enablement of next-generation agent experience features within our Salesforce environment. This role focuses on leveraging **Gen AI**, **Einstein Co-Pilot prompt engineering**, and **Omni-Channel capabilities** to create intelligent, scalable support experiences.

You’ll be part of a fast-paced, forward-thinking team, helping us transform how agents work, resolve cases, and engage with customers—using the latest in AI-driven automation and workflow optimization.

**Who You Are**:

- You are an experienced **Salesforce Service Cloud expert** with a passion for building smart, scalable support systems that empower agents and elevate the customer experience. You thrive in dynamic environments and have hands-on experience with **Salesforce Gen AI tools**, **prompt engineering**, and **omni-channel routing** strategies.
- You're comfortable translating business needs into high-impact technical configurations and enjoy collaborating with stakeholders across teams to bring intelligent automation to life. You’re detail-oriented, communicative, and committed to building well-documented, maintainable solutions.
- ** Your Background Includes**:

- 5+ years of experience implementing and configuring Salesforce Service Cloud
- Hands-on experience with **Salesforce Gen AI features**, including:

- Wrap-Up Summaries
- Knowledge Article Creation / Search Answers
- Conversation Summaries and Catch-Up
- Strong understanding of **Einstein Co-Pilot** and **prompt template creation**:

- Proven experience with **Omni-Channel** and **Skills-Based Routing** in production
- Ability to work directly with stakeholders to translate business requirements into scalable configurations
- Excellent communication and documentation skills

**Bonus Points For**:

- Salesforce certifications (e.g., Service Cloud Consultant, OmniStudio, AI Associate)
- Experience with **Einstein Bots** or digital engagement tools
- Background in **support operations**, knowledge management, or contact center systems

**What You’ll Do**:

- ** Enable AI-Driven Agent Workflows**:

- Configure and optimize Gen AI features in Salesforce to support real-time agent decision-making and automation
- Implement tools like Wrap-Up Summaries, Reply Recommendations, and Conversation Summaries
- Create and test **Prompt Templates for Einstein Co-Pilot**, collaborating with stakeholders to refine strategies and improve output
- ** Implement Omni-Channel Routing**:

- Set up and optimize **Skills-Based Routing** across voice, chat, and web
- Configure **agent statuses, presence settings**, and **capacity models** to meet SLAs and improve operational efficiency
- Monitor and fine-tune routing using **CRM Analytics dashboards**:

- ** Collaborate Across Teams**:

- Work closely with product owners, developers, and admins to align technical work with strategic goals
- Gather requirements from support teams and translate them into actionable Salesforce configurations
- Conduct training sessions, document configuration decisions, and ensure a smooth knowledge transfer

LI-SH1

yantra

**About Riveron**:
Riveron, a business advisory firm backed by Kohlberg & Company, has recently acquired Yantra.

At Riveron, we partner 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. Our entrepreneurial culture thrives on collaboration, diverse perspectives, and delivering exceptional outcomes. We are committed to fostering growth, both for our clients and our people, through mentorship, integrity, and a client-centric approach. This inclusive environment offers flexibility, progressive benefits, and meaningful opportunities for impactful work that supports well-being in and out of the office.

Check us out on social media:
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- Riveron Consulting is an Equal Opportunity Employer and believes that we are stronger together through our diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law._

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