Especialista de Salesforce
RemoteBrazil
Job Summary
Conduct discovery with operations and patient experience teams to translate journeys into functional specifications for bot flows, menu trees, and routing. Design Service Cloud solutions covering Cases, queues, Omni-Channel, and Einstein for Service, while specifying and validating logic for Einstein Bots and Digital Engagement templates. Develop Flows, Apex, and LWC components, acting as the technical focal point for Salesforce partners to reproduce bugs and validate fixes. Lead UAT, train staff, and document processes while monitoring messaging efficiency and cost. Manage security profiles and field-level security in adherence to LGPD, and govern production releases through risk assessment and sandbox deployments.
Required Qualifications
- 5+ anos de experiência com Salesforce, sendo 3+ em papel funcional/consultivo
- Domínio de Service Cloud: Cases, filas, Omni-Channel, Entitlements/SLA, console
- Experiência prática com Digital Engagement (Messaging for WhatsApp) — configuração de canais, templates, messaging sessions
- Experiência com Einstein Bots: desenho de diálogos, variáveis, invocação de Flows/Apex a partir do bot
- Domínio de Flow Builder (record-triggered, screen flows, subflows, tratamento de erros)
- Capacidade de ler SOQL e entender conceitos de Apex e integrações via API
- Experiência conduzindo requisitos e UAT com áreas operacionais de forma autônoma
- Experiência abrindo e conduzindo casos com o suporte Salesforce (incluindo escalação de bugs)
- Certificação Salesforce Administrator e App Builder
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