[Hiring] Salesforce Contractor @Masabi

Role Description

We are replacing Freshdesk with Salesforce Service Cloud across our customer support operation, and we are looking for a Salesforce contractor to build it. This is a clearly scoped project with a defined backlog, not an open-ended admin role. You will work directly with our Salesforce lead, who owns the requirements, and take the build from design through to go live and hypercare.

The work covers the full Service Cloud picture:

• Case management and routing
• Email-to-case
• The Service Console
• Escalations
• Integrations into Jira, PagerDuty, Slack, and AppFollow
• A support dashboard
• A Case data migration
• A knowledge base on our customer portal
• Agentforce agents on top of it

If you like owning a project end to end, and you would rather be measured on what you deliver than on hours logged, this will suit you.

Qualifications

• Strong hands-on Salesforce Service Cloud experience: case management, assignment rules, entitlements, SLAs, and routing
• Experience delivering a CRM or helpdesk migration
• Confident with Flow, permission sets, and Salesforce reporting and dashboards
• Comfortable integrating Salesforce with third-party tools
• At least one current Salesforce certification, ideally Administrator or Service Cloud Consultant
• Ability to work independently and manage your own backlog
• Clear communicator with non-technical stakeholders

Requirements

• Case management built out properly: classification, custom fields, and assignment rules for each support team
• Email-to-Case routing, Service Console setup, HTML email reply templates, macros, and canned responses
• Notifications and escalations that fire on case severity and time thresholds
• Roles, permission sets, and groups, plus adjustments to the Flows already in the org
• A two-way Jira integration, extended PagerDuty and Slack notifications, and AppFollow for App Store reviews
• A support dashboard with up to six reports covering the metrics that matter, starting with time to resolution
• Migration of 12 months of Cases and their dependent Account and Contact records, loaded from CSV
• A knowledge base and case raise and track journey configured on our existing Experience Cloud site
• Agentforce agents configured on that knowledge foundation, tested, validated, and documented
• Deployment via change sets, train the trainer sessions, two weeks of hypercare, and a handover runbook

Benefits

• Fully remote work
• Initial 3 to 6 month contract, engaged business to business or through your own company
• Structured around defined milestones, roughly 60 days of delivery effort in total
• Real potential to extend into further Salesforce work afterwards