Service Cloud Senior Consultant

Salesforce Senior Business Consultant

Join Kelley Austin, a high growth Salesforce consultancy now part of Perficient. You'll get the best of both worlds: the energy and impact of a boutique team with a booming practice, backed by the scale, clients, and career pathways of a global digital consultancy.

Perficient is the global AI-first consultancy. Our team of strategists, designers, technologists, and engineers partners with the world's most innovative enterprises and admired brands to deliver real business results through the transformative power of AI. As part of our AI-First strategy, we empower every employee to build AI fluency and actively engage with AI tools to drive innovation and efficiency. We break boundaries, obsess over outcomes, and shape the future for our clients. Join a company where bold ideas and brilliant minds converge to redefine what's possiblewhile building a career filled with growth, balance, and purpose.

Our Salesforce + MuleSoft team helps global brands create connected, data-driven experiences that drive enterprise-wide transformation. As a Salesforce Partner and trusted MuleSoft advisor, we deliver strategic guidance, industry accelerators, and AI-powered solutions across healthcare, financial services, manufacturing, and moreunlocking the full potential of the Salesforce ecosystem.

Job Overview

The role of the Business Consultant is for individuals passionate about identifying and delivering the right Business solution for each client. Our Business Consultants have a keen Business orientation with an understanding of how technology can be effectively applied to meet a variety of Business needs.

Our Business Consultants fill a number of different roles on our project teams working with a variety of technologies for a wide range of clients. The specific responsibilities vary for each client and each project. Key to the success of our Business Consultants is the willingness and desire to quickly learn the client's industry and the unique requirements of each engagement and to fill whatever role may be required to best support our client's needs.

A Business Consultant thrives in challenging environments and accomplishes difficult assignments without significant supervision and instruction. Our Consultants can handle the stress of being accountable for delivery and: complete goals on time, practice strong attention to detail, persevere through tough obstacles, and do not get easily discouraged.

The Senior Business Consultant will be involved in the strategic planning of an engagement or helping the client make decisions about their future IT direction. Once a project has begun, the Senior Business Consultant will facilitate key requirements with stakeholders and customers using standard and User Experience techniques. The Senior Business Consultant may be responsible for functional designs, detailed designs and system mapping, wireframes, requirement specifications, and prototypes.

The Senior Business Consultant works with the Lead Business Consultant and Senior Project Managers to assist with daily operations exercising time management, communication and collaboration in a fast-paced environment to ensure the successful delivery of projects. The Senior Business Consultant will interface with Perficient technical and business delivery personnel, as well as vendors and customers on a regular basis. May mentor junior Consultants.

Perficient is always looking for the best and brightest talent and we need you! We're a quickly-growing, global digital consulting leader, and we're transforming the world's largest enterprises and biggest brands. You'll work with the latest technologies, expand your skills, and become a part of our global community of talented, diverse, and knowledgeable colleagues.

Responsibilities

Growing expertise across core Service Cloud capabilities with developing exposure to Omni-Channel, Knowledge, SLAs, and AgentForce features as Salesforce evolves the modern service platform

Ability to mentor junior team members and collaborate closely with Solution Architects, developers, PMs, and clients to ensure delivery stays aligned, risks are surfaced early, and configuration work is executed with quality

Strong hands-on configuration skills across case management, channels, routing, and service automations, with the ability to contribute to solutioning sessions and support Solution Architects during more complex design conversations

Resourceful problem solver who takes ownership of assigned work, raises blockers early, and seeks guidance appropriately when approaching unfamiliar or complex service scenarios

Comfortable facilitating portions of workshops, gathering requirements, and leading configuration-focused conversations with support from a Solution Architect

Solid understanding of customer service operations and Service Cloud fundamentals with developing knowledge of channel strategies, SLAs, and reporting concepts that contribute to scalable solutions

Ability to support scoping and estimation conversations by providing accurate configuration effort insights while partnering with Solution Architects on more complex solution design inputs

Experience with AgentForce or Data Cloud is not required, though exposure to modern AI-assisted service capabilities or omni-channel service models is a notable advantage and an area for growth

Confident participating in hands-on Service Cloud configuration interviews and demonstrating practical, real-world configuration skills

Qualifications

• Bachelor's Degree
• 3-6 years of professional business analysis experience, with strong relationship management, account management, and support experience.
• Minimum 2 years consulting industry experience working with external clients
• Experience working in an Agile environment
• Understanding of iterative development methodologies
• Strong knowledge and understanding of current technologies and complex enterprise level applications
• Knowledge of current technologies, application software development
• Skilled ability to obtain, understand and respond strategically to client needs.
• Highly detail oriented, well organized, and able to coordinate multiple projects simultaneously.
• Strong analytical, problem solving and conflict resolution skills.
• Energetic, motivated, service-oriented, and be able to multi task.
• Proven track record of delivering on time, on budget, and meeting client commitments.
• Excellent listening, oral, and written communication skills.
• Excellent facilitation, presentation, and reporting skills.
• Strong interpersonal and teamwork skills.
• Flexible to new situations and challenges.
• Flexibility to travel up to 25 percent.

Preferred skills and education

• Degree in Computer Science or Engineering
• Strong understanding of complex Internet based enterprise level applications

The salary range for this position takes into consideration a variety of factors, including but not limited to skill sets, level of experience, applicable office location, training, licensure and certifications, and other business and organizational needs. The new hire salary range displays the minimum and maximum salary targets for this position across all US locations, and the range has not been adjusted for any specific state differentials. It is not typical for a candidate to be hired at or near the top of the range for their role, and compensation decisions are dependent on the unique facts and circumstances regarding each candidate. A reasonable estimate of the current salary range for this position is $57,798 to $131,640. Please note that the salary range posted reflects the base salary only and does not include benefits or any potential equity or variable bonus programs.

Perficient, Inc. proudly provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. Perficient, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Perficient, Inc. expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability, or covered veterans. Improper interference with the ability of Perficient, Inc. employees to perform their expected job duties is absolutely not tolerated.

Disability Accommodations: Perficient is committed to providing a barrier-free employment process with reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, please contact us.