Techtronic Industries EMEA
Connect with This Employer:About the Company
TTI is a global leader in Power Tools, Accessories, Hand Tools, and Outdoor Power Equipment, serving Do-It-Yourself users, professionals, and industrial sectors involved in home improvement, repair, maintenance, construction, and infrastructure. With a portfolio of strong brands and a focus on innovative solutions, the company supports tradespeople and homeowners worldwide.
About the Role
This role centers on the Salesforce Service Cloud platform and supports ongoing development, configuration, and improvement of customer service systems. The position includes the opportunity to cross-train in Genesys Cloud and collaborate with Infrastructure Teams to adjust contact center tools to business needs. The position plays a key part in shaping service operations to meet high standards of customer satisfaction.
Responsibilities
- Configure and develop Salesforce Service Cloud to meet customer service team requirements and ensure compatibility with existing infrastructure
- Work alongside business analysts and service leaders to refine and translate requirements into scalable technical solutions
- Manage user roles, permissions, and security settings, protecting system integrity and customer data
- Build automation using Flow, Apex, and related tools to reduce manual input and improve operational speed
- Develop reports and dashboards that provide insight into service performance, agent productivity, and client feedback
- Maintain third-party integrations with Service Cloud, supporting system functionality and usability
- Offer daily support and troubleshooting, providing training to encourage system adoption across the service team
- Monitor platform updates and suggest improvements aligned with evolving industry trends and tool capabilities
- Participate in requirements gathering and implementation for contact center components, including routing logic, IVR, and reporting
- Design and configure Genesys Cloud solutions, aligning them with business goals and technical standards
- Document configurations and workflows for both Salesforce and Genesys Cloud, supporting knowledge transfer
Qualifications
- At least 3 years of hands-on experience as a Salesforce Consultant or Developer, with a strong background in Service Cloud
- Proficient in Salesforce configuration, Flow, Apex, LWC, and administrative functions
- Familiarity with CRM systems and relational database principles
- Strong collaboration and communication skills, with experience working across technical and non-technical teams
- Detail-focused with a solid approach to problem-solving in a high-speed work environment
- Adaptive mindset with a consistent interest in learning and exploring new tools and techniques
Preferred Skills
- Experience with Genesys Cloud, particularly in contact center design and flow building using Architect
Required Certifications
- Salesforce Administrator
- Salesforce Platform Developer I
- Salesforce Service Cloud Consultant
Additional Certifications (Preferred)
- Salesforce Advanced Administrator
- Salesforce Platform App Builder
- JavaScript Developer I