Salesforce Service Cloud Consultant
Posted 6 days ago by Harnham
£275 Per day
Outside
Undetermined
London Area, United Kingdom
Summary: This role is for a Salesforce Service Cloud Consultant based in London, focusing on enhancing contact centre efficiency through automation. The consultant will work within an in-house Salesforce team to implement solutions that streamline customer service operations. The position is a 6-month contract, classified as outside IR35, with a daily rate between £250-275. The consultant will leverage their expertise in Salesforce Service Cloud to deliver impactful projects during a critical business period.
Key Responsibilities:
- Own and deliver specific Service Cloud projects focused on contact centre efficiency and automation
- Design and implement flow-based automation to remove manual agent tasks and reduce after-call work
- Build and refine prompts using Einstein for Service or Agentforce for Service to support agents in real time
- Automate actions and data capture from call transcripts and CTI interactions
- Work closely with the Salesforce Product Owner and senior customer service stakeholders to translate operational needs into scalable solutions
- Support integrations with external booking and customer systems, ensuring Salesforce accurately reflects completed actions
Key Skills:
- Deep, hands-on experience with Salesforce Service Cloud in a contact centre environment
- Strong capability building prompts in Einstein for Service or Agentforce for Service
- Confident using Salesforce Flows with a click-not-code mindset
- Practical knowledge of CTI, call handling processes, and post-call automation
- Experience working with integrations to external or custom customer systems
- Service Cloud certification or equivalent practical expertise
Salary (Rate): £275 daily
City: London
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Salesforce Service Cloud Consultant London, Outside IR35, 6-month Contract, £250-275 Day Rate
This is a hands-on contract opportunity for a Salesforce Service Cloud Specialist who lives and breathes call/contact centres and Service Cloud. You will join a busy in-house Salesforce team at a critical delivery point, helping them achieve more in a compressed timeframe by removing manual effort and driving smarter automation across customer service operations.
The Company
They are a well-established organisation with a large, high-volume customer service function and a complex Salesforce landscape. Salesforce sits at the heart of how customer interactions are managed, with strong demand from customer service teams to improve speed, quality and agent experience. The internal Salesforce team is growing to meet increasing demand and deliver tangible outcomes ahead of a key business period later in the year.
The Role and Deliverables
- Own and deliver specific Service Cloud projects focused on contact centre efficiency and automation
- Design and implement flow-based automation to remove manual agent tasks and reduce after-call work
- Build and refine prompts using Einstein for Service or Agentforce for Service to support agents in real time
- Automate actions and data capture from call transcripts and CTI interactions
- Work closely with the Salesforce Product Owner and senior customer service stakeholders to translate operational needs into scalable solutions
- Support integrations with external booking and customer systems, ensuring Salesforce accurately reflects completed actions
Your Skills & Experience
- Deep, hands-on experience with Salesforce Service Cloud in a contact centre environment
- Strong capability building prompts in Einstein for Service or Agentforce for Service
- Confident using Salesforce Flows with a click-not-code mindset
- Practical knowledge of CTI, call handling processes, and post-call automation
- Experience working with integrations to external or custom customer systems
- Service Cloud certification or equivalent practical expertise
How to Apply
If you are a Service Cloud expert who enjoys solving real contact centre problems through smart automation, apply now to find out more about this contract.