Job
Description
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. Youre 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 Reply Recommendations (Email, Chat, Web) 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: LinkedIn Glassdoor Instagram Facebook 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. Fraud Alert Please beware of fraudulent schemes or impersonations when going through the job application process. A Riveron employee will never recruit via text or extend unsolicited employment offers. Additionally, a Riveron employee will never ask you to exchange money or purchase anything as part of the recruiting process.
