Salesforce Business Consultant – Agentforce Contact Center + Service Cloud (CH)

Environment

We are looking for a Salesforce Business Consultant with deep expertise in Service Cloud, capable of owning discovery, solution design, and delivery for complex customer service transformations. This role requires strong functional leadership, the ability to challenge requirements constructively, and the architectural maturity that comes with Salesforce Administrator and Service Cloud Consultant certification.

Key Responsibilities

• Lead discovery sessions with business and technical stakeholders to define service processes, KPIs, and operational needs.
• Design scalable solutions across Agentforce, Service Cloud, Omni-Channel, and Digital Engagement, ensuring alignment with platform best practices.
• Optimize contact center operations by defining routing strategies, agent workflows, and supervisor dashboards.
• Configure and prototype advanced Service Cloud features, including Flows, automations, Knowledge, and Case Management.
• Collaborate with technical teams to guide integration patterns, data models, and LWC component requirements.
• Support UAT and quality assurance to validate solution integrity and ensure a smooth go-live.
• Drive change enablement by preparing training materials, documentation, and adoption strategies.

Requirements

• Salesforce Administrator and Service Cloud Consultant certification.
• Strong hands-on experience with Service Cloud, including Case Management, Omni-Channel, Knowledge, Macros, and automation.
• Proven expertise with Agentforce Contact Center, including routing, telephony integration, agent workspace, and supervisor tools.
• Ability to translate complex business requirements into clear, actionable user Stories.
• Experience collaborating with developers on APIs, integrations, and LWC.
• Solid understanding of contact center KPIs, SLAs, and operational models.

Preferred Qualifications

• Experience in multi-cloud environments, including Experience Cloud, Service Cloud, and Field Service.
• Background in consulting, customer service operations, or CX transformation.
• Familiarity with AI-powered features, including Einstein Bots, Agentforce AI, and Next Best Action.

What we offer

• Hybrid working model and modern tooling
• An exciting work environment with a wide range of responsibilities
• Opportunities for career advancement through training, certifications, and technical courses
• Flexible work hours to help achieve a good work-life balance
• Supportive team culture with experienced engineers
• Employee events, both locally and internationally
• Two paid Volunteer Time Off (VTO) days per year

Diversity and Inclusion Statement

At Bucher + Suter, we believe that diversity drives innovation and success. We are committed to creating an inclusive environment where all employees feel valued and respected, regardless of their background, identity, or experiences. We welcome and encourage applicants from all walks of life to join our team and contribute to our shared goals.