System Engineer - Customer Service Infrastructure (all genders)
Best Secret Málaga
Experteer Overview
In this role, you will design, implement, and optimize Salesforce Service Cloud solutions to support customer service operations. You’ll work with cross-functional teams to translate business needs into scalable automations and integrations, including omnichannel routing, telephony, and AI-enabled tooling.You’ll drive reliability, performance, and security while rolling out new tools and features. This is a hands-on position that combines development, admin duties, and collaboration across stakeholders to improve service delivery at scale.
Compensaciones / Beneficios- Develop, maintain, and optimize Salesforce Service Cloud (case management, email-to-case, automation flows)
- Build Apex classes, triggers, Lightning Web Components, and integrations
- Design and troubleshoot complex Salesforce flows (validation rules, page layouts, formula fields, escalation rules)
- Manage users, profiles, roles, and security settings
- Configure omnichannel routing, skills, presence statuses, and queues
- Support call center infrastructure including telephony routing, IVR logic, and voice integration
- Collaborate with Customer Service Operations to translate business needs into scalable solutions
- Explore AI-driven tools for automation and routing enhancements
- Monitor system performance, resolve incidents, maintain documentation, and support escalations
- Participate in rollout projects for new tools, features, and integrations
- Hands-on experience with Salesforce Service Cloud (admin or developer)
- Proficient in Apex, LWC, Salesforce flows (complex logic and error handling), email-to-case, and case routing automation
- Basic knowledge of omnichannel routing and skill-based work distribution
- Familiarity with telephony/CTI systems and API integrations (REST/SOAP)
- Understanding of AI applications for customer service
- Proficiency with reports, dashboards, SOQL, Data Loader, and Workbench
- Strong problem-solving, analytical, and communication skills; ability to work with technical and non-technical stakeholders
- English fluency (German a plus)
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