Salesforce Contractor (Service Cloud)

Location: Fully remote, prioritising candidates based in Colombia with reliable overlap with US Eastern Time

Company

hirify.global builds fare collection platforms that enable passengers to buy and present public transport tickets through mobile phones, ticket machines, and contactless bank cards.

What you will do

• Build and launch Salesforce Service Cloud to replace Freshdesk across the customer support operation.
• Configure case management, classification, custom fields, assignment rules, email-to-case routing, Service Console, macros, canned responses, escalations, and notifications.
• Set up roles, permission sets, groups, existing Flows, dashboards, reports, and integrations with Jira, PagerDuty, Slack, and AppFollow.
• Migrate 12 months of Cases and dependent Account and Contact records from CSV files.
• Configure Salesforce Knowledge and the case raise-and-track journey on the existing Experience Cloud site.
• Configure, test, validate, and document Agentforce agents, then manage deployment, trainer sessions, two weeks of hypercare, and the handover runbook.

Requirements

• Strong hands-on Salesforce Service Cloud experience, including case management, assignment rules, entitlements, SLAs, and routing.
• Previous CRM or helpdesk migration experience, with practical understanding of data migration risks.
• Confidence with Flow, permission sets, Salesforce reporting and dashboards, and third-party integrations.
• At least one current Salesforce certification, ideally Administrator or Service Cloud Consultant.
• Ability to work independently, manage a backlog, raise blockers early, and communicate clearly with non-technical stakeholders.
• Reliable working-hours overlap with US Eastern Time is required.

Nice to have

• Agentforce or Einstein configured in a live Salesforce org.
• Salesforce Knowledge and Experience Cloud experience.
• Freshdesk migration experience.
• Experience integrating Jira, PagerDuty, Slack, or AppFollow.

Culture & Benefits

• Initial 3–6 month business-to-business contract with approximately 60 delivery days structured around defined milestones.
• Potential to extend into further Salesforce work.
• Fully remote working arrangement.
• Open and trust-based environment focused on learning, inclusion, accessibility, and reducing barriers.
• Work supporting a mission to make public transport fair and accessible.