• Lead discovery sessions, stakeholder interviews, and requirements workshops with WHS stakeholders • Prepare and facilitate current-state assessments, process mapping, and future-state design sessions • Serve as the primary liaison between business stakeholders and technical teams • Translate requirements into user stories, acceptance criteria, and functional designs • Work closely with Salesforce Architects to align business needs with scalable Experience Cloud solutions • Configure and implement Experience Cloud solutions, including portals, user access, page layouts, and workflows • Design and optimize user journeys within Experience Cloud (login, case management, self-service, etc.) • Support backlog grooming, sprint planning, and Agile delivery activities • Validate solutions through demos, prototypes, and stakeholder feedback loops • Support User Acceptance Testing (UAT), including test scenario creation and defect triage • Provide training frameworks and support end-user adoption efforts (in partnership with BA/support teams) • Ensure compliance with federal security, governance, and data standards • Act as a trusted advisor to stakeholders on Salesforce capabilities, limitations, and best practices

Role Description Estamos em busca de um(a) Consultor(a) Salesforce Sênior para atuar como backfill na equipe de Solution Designers, conforme demanda do projeto. Este(a) profissional terá um papel estratégico na tradução de requisitos de negócio em soluções eficientes dentro da plataforma Salesforce, priorizando o uso de recursos nativos (Out-of-the-Box) e, quando necessário, aplicando customizações de forma inteligente e escalável. - Traduzir necessidades de negócio em soluções técnicas na plataforma Salesforce - Atuar em parceria com times de negócio e solution consultants - Desenvolver e otimizar soluções com foco em produtividade e eficiência - Criar e manter relatórios, dashboards e automações (Flows) - Apoiar na melhoria contínua dos processos e soluções implementadas - Realizar suporte e treinamento de usuários - Gerenciar atualizações e monitorar performance da plataforma - Elaborar documentação técnica (fluxogramas, diagramas e especificações) Qualifications - Experiência sólida com Salesforce CRM e Lightning Experience - Domínio em automações (Flows), relatórios e dashboards - Experiência com integrações e linguagens de consulta (SQL, SOQL, SOSL) - Vivência com boas práticas de desenvolvimento e arquitetura Salesforce - Experiência com ferramentas de produtividade baseadas em IA (ex: Copilot, Rovo, entre outras) - Certificações obrigatórias: - Salesforce Administrator - Salesforce Platform App Builder - Inglês avançado/fluente (obrigatório) Profile Desired - Profissional proativo, com visão analítica e foco em solução - Boa comunicação para interação com áreas de negócio - Capacidade de atuar de forma colaborativa em ambientes dinâmicos Location Remoto

• Lead and participate in discovery sessions to understand business processes and requirements • Gather, document and translate detailed business, functional and technical requirements • Configure and customise Salesforce Sales, Service and CPQ / Revenue Cloud applications • Manage vendors, liaise with technical teams and support smooth delivery to end users • Configure Salesforce and relevant third-party applications • Work closely with in‑house developers to design and deliver custom integrations • Guide clients through best‑practice Salesforce utilisation to enhance efficiency, productivity & profitability

Important Information Location: BrazilJob Mode: Full-time Work Mode: Work from home Job Summary We are seeking a highly skilled and motivated Salesforce Service Cloud & Chat Consultant. This role combines deep expertise in Salesforce Service Cloud, chat-based customer engagement. The consultant will play a pivotal role in designing, implementing, and optimizing scalable Salesforce solutions. The ideal candidate is a hands-on problem solver who thrives at the intersection of technical delivery, solution architecture, and client advisory. This role requires strong collaboration skills, the ability to lead conversations with business and technical stakeholders, and a passion for delivering best-in-class customer service experiences. Responsibilities and Duties - Design & Deliver scalable Salesforce Service Cloud and Chat solutions, including omni-channel and case management; - Customize & Integrate using Apex, LWC, and platform tools to meet business requirements; - Advise & Guide stakeholders on best practices for chat workflows, agent enablement, and cross-cloud architecture; - Enable DevOps by managing version control, pipelines, and automated deployments with Copado; - Support & Train users, ensuring adoption, data integrity, security, and compliance; - Stay Current with Salesforce releases and emerging capabilities. Essential Skills - Proven experience implementing Salesforce Service Cloud and Chat solutions across commercial and consumer contexts; - Strong understanding of CRM processes, omni-channel case routing, and chat deflection strategies; - Hands-on experience with Copado or equivalent Salesforce DevOps platforms; - Salesforce Certifications (Service Cloud Consultant, Omni-Channel Supervisor, Chat Specialist) strongly preferred; - Ability to lead solutioning efforts and provide strategic guidance beyond code delivery. Highly Desirable Skills - Experience with Agentforce, Data Cloud, and other advanced Salesforce products; - Familiarity with large-scale Salesforce migrations and multi-cloud integrations; - Ability to work effectively with onshore and offshore teams; - Prior consulting or partner-side experience with Salesforce delivery. About EncoraEncora is the preferred digital engineering and modernization partner of some of the world’s leading enterprises and digital native companies. With over 9,000 experts in 47+ offices and innovation labs worldwide, Encora’s technology practices include Product Engineering & Development, Cloud Services, Quality Engineering, DevSecOps, Data & Analytics, Digital Experience, Cybersecurity, and AI & LLM Engineering.At Encora, we hire professionals based solely on their skills and qualifications, and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.