Service Cloud Consultant

Why Join AspenView?

At AspenView, we’re more than a nearshore IT partner—we’re a people-first, purpose-driven company that believes great culture drives great outcomes. We’re passionate about connecting talent and technology to deliver measurable value for clients—and meaningful career paths for our people.

Here’s what you can expect:

• Competitive base
• Comprehensive benefits and wellness support
• Flexible work model: hybrid, remote, or in-office
• Real growth opportunities and leadership visibility
• Inclusive, respectful culture that blends U.S. innovation with Colombian heart
• A company that listens, invests in you, and celebrates wins together

About the Role

We are seeking a Service Cloud Consultant to design and deliver service operations on Salesforce: case management, routing, channels, knowledge and the agent console that service teams actually work in. Service Cloud is where most Agentforce deployments land, so the role is expected to design service processes that an AI agent can eventually take part in, rather than ones that will have to be rebuilt to allow it.

What You Will Do

Service Design

• Design case lifecycle, record types, queues, entitlements, milestones and escalation
• Configure Omni-Channel routing, skills-based assignment and capacity models
• Design the console experience so agents see what they need without clicking for it 

Channels and Knowledge

• Implement digital channels: web and in-app messaging, email-to-case, WhatsApp, voice integration
• Design Knowledge structure, article lifecycle and search so it is usable for both agents and AI grounding

AI-Ready Process

• Identify and prepare candidate processes for Agentforce service agents, including deflection paths
• Structure data and knowledge so agent responses can be grounded and audited

Delivery and Adoption

•  Run discovery with service leadership and contact-centre operations
• Define the service metrics the implementation is accountable for, and instrument them 
• Support agent training and post-launch tuning 

What You Bring

Experience

• 5+ years delivering Service Cloud implementations end to end
• Proficiency with:
• • Case management, entitlements, milestones, assignment and escalation rules
  • Omni-Channel, routing configuration, and presence and capacity design
  •  Salesforce Knowledge, including article types, data categories and search tuning
  • Service Cloud Voice or a CTI integration, and digital channel configuration
  • Flow for service automation, and service reporting and dashboards
• Salesforce Certified Agentforce Service Consultant (formerly Service Cloud Consultant) required; Administrator required 
•  Contact-centre operational understanding: AHT, first-contact resolution, occupancy, deflection
• Exposure to Agentforce service agents, or a clear grasp of how they change service design 
•  Professional English — able to run requirement and design conversations directly with North American stakeholders

What We’re Looking For

This is a contributor role, not a task-execution role. The team already has people who deliver what they are handed. What it needs is people who question whether the right thing is being built, and say so.

• Holds a point of view and states it, including to senior stakeholders and including after a decision has been made when new evidence warrants reopening it.
• Asks why a process, data model, or delivery standard exists before extending it, rather than replicating an incumbent pattern because it is the incumbent pattern. 
• Surfaces risk, ambiguity, and weak requirements at the moment they are noticed — not at the sprint review, and not at go-live. 
• Works past the assigned ticket: proposes better approaches, improves what sits around the work, and leaves the team’s practice stronger than it was found. 
• Argues from evidence and changes position on evidence. Comfortable being wrong in public, uncomfortable staying quiet. 

Success Indicators

• Routing puts cases with the right agent first time, measurably
• Knowledge is used by agents, evidenced by attach rate rather than article count 
• Service metrics improve against a stated baseline after launch 
• Processes delivered are ready for agentic deflection without redesign

Education

• Bachelor’s degree in Computer Science, Software Engineering, Information Systems, or a related field — or equivalent experience