Salesforce Consultant

The What: We're looking for an experienced Salesforce Consultant to lead the implementation, optimisation and adoption of Salesforce Service Cloud, alongside the introduction of Salesforce Agentforce. Working closely with the Service Desk team and wider business stakeholders, you'll play a key role in transforming service operations, improving customer experience and introducing AI-driven automation to enhance efficiency. The Role

• Lead the end-to-end implementation and optimisation of Salesforce Service Cloud, ensuring it meets the operational needs of the Service Desk.
• Work closely with Service Desk teams to understand existing processes, identify inefficiencies and design improved workflows.
• Implement and configure Salesforce Agentforce, introducing AI-powered agents to automate repetitive tasks and improve service delivery.
• Configure and optimise Service Cloud capabilities, including case management, routing, queues, workflows, knowledge management and reporting.
• Identify opportunities for automation through Salesforce Flow, Agentforce and wider Salesforce functionality.
• Integrate Salesforce with existing business systems and service management tools where required.
• Drive user adoption through training, documentation and ongoing support, ensuring the business maximises its Salesforce investment. HYBRID WORKING Our client is based in Liverpool & meeting onsite with the team week by week would be preferred - flexible working negoitable.