{"id":1175257,"url":"https://alion.io/job/evotix-senior-service-cloud-engineer-2","title":"Senior Service Cloud Engineer","company":{"id":673333,"name":"Evotix","domain":"evotix.com","url":"https://alion.io/company/evotix","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"DevOps","role_family":"DevOps","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Portugal"],"countries":["PT"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":53000,"max_usd":109000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":8},"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false},{"name":"Tableau","optional":false},{"name":"Agentforce","optional":true}],"status":"live","first_seen_at":"2026-09-24T08:24:52Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-10-01T06:35:07Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Who are Evotix?\nWe're a growing global EHS SaaS company with a clear ambition: to combine world-class software, data and AI to help our customers operate smarter, safer and more efficiently. For exceptional talent, Evotix offers something rare-the pace of a growth company, the scale to make a real difference, and the opportunity to influence strategy, technology and outcomes at a global level.\nAt Evotix, we're creating the future of workplace health, safety and wellbeing-and we need ELITE people to help us do it. People who pursue Excellence, show Leadership, deliver Impact, earn Trust, and Empower those around them.\nThe Role\nWe are seeking our first dedicated Service Cloud Engineer to take full ownership of Salesforce Service Cloud within a high-growth SaaS business. This is a foundational role, responsible for establishing scalable support processes, defining best practices, and building a robust Service Cloud environment from the ground up.\nThis role is ideal for someone who thrives in 0→1 environments - designing and implementing solutions where structure is still evolving. The role will involve stakeholder management, Salesforce architecture, and hands-on building in Service Cloud.\nThe role will also play a key part in embedding AI capabilities into Service Cloud over time, driving automation and intelligent support workflows.\nWhat You'll Do\nInitially:\nAct as the owner of Salesforce Service Cloud, defining its structure, governance, and long-term roadmap \nDesign and implement scalable case management processes from the ground up (routing, queues, SLAs, escalations) \nEstablish and manage SLA frameworks, entitlements, and support performance tracking \nIdentify gaps, inefficiencies, and opportunities, and proactively drive improvements \nTroubleshoot issues, perform root cause analysis, and own problems through to resolution \nSandbox testing and deployment to Production for upcoming changes \nOnce you've taken the system from 0→1:\nDefine and execute a roadmap for embedding AI capabilities into Service Cloud, including: \nAI-assisted case classification, routing, and prioritisation \nAgent assist tools (suggested responses, knowledge recommendations) \nAutomation of repetitive support interactions via chatbots or self-service \nPredictive insights for case volume, SLA risk, and escalation likelihood \n\nPartner with Service and Product teams to ensure strong data foundations for AI-driven workflows \nEvaluate and implement Salesforce Einstein or other AI-powered tooling where appropriate \nDrive adoption of AI features to improve efficiency, response quality, and customer experience \nWhat You Bring\nEssential\nExtensive technical and project management experience with Salesforce Service Cloud\nExperiencebuilding or significantly restructuring Service Cloud setups (0→1 or transformation)\nMust be a Salesforce Certified Platform Administrator (if a certificate is not attached, your application will not be considered)\nMust be able to confidently communicate in English using technical terminology\nProven experience as a primary Service Cloud owner or lead, bringing an ownership mindset\nStrong expertise in case management design, automation (Flows), routing logic, and SLA frameworks \nExperience integrating and managing system connections (e.g. Tableau, Netsuite) \nDeep understanding of customer support operations and ticket lifecycle management \nStrong understanding of data structure, governance, and process standardisation \nAbility to operate independently and drive initiatives end-to-end \nStrong stakeholder management and communication skills across business and technical teams \nDesirable\nExperience or strong interest in AI-driven support solutions and automation \nIs a Salesforce Certified Agentforce Service Consultant\nExperience in a scaling or high-growth environment\nPlease note that Evotix is unable to offer visa sponsorship. You must have the legal right to work in the country where the role is based at the time of application.\nInterview Process\nWe aim to keep our interview process transparent, fair, and respectful of your time. While steps may vary slightly by role, you can typically expect:\nInitial chat: A conversation with a member of our Talent team to learn more about your background, motivations, and answer any initial questions.\nAssessment interview: You will be provided a task should the initial chat be successful. You will present this task to a Panel that will test your understanding of what you have built and wider understanding of Service Cloud.\nFinal Panel interview: A conversation with key executives to dive deeper into collaboration, alignment, and mutual fit.\nOffer: If successful, we’ll move quickly to share an offer and next steps.\nWe’re happy to make reasonable adjustments at any stage of the process - just let us know what you need.\nWhy join Evotix?\nCompetitive Compensation: Enjoy a competitive base salary and company-based performance bonus.\nTime to Recharge: Unlimited Annual Leave because we trust you to balance your work and wellbeing.\nSupport for You: Access to our Employee Assistance Program, including mental health, legal, and financial guidance.\nGrowth Opportunities: Educational benefits to help you keep learning and growing.\nTeam Culture: Regular team events, an inclusive environment, and a shared commitment to making an impact.\nReady to Make a Difference?\nIf you’re a bold, results-driven leader who thrives on challenges, loves scaling success, and is passionate about making a difference-we want to hear from you!\nThank you for your interest. Please note, we are not seeking support from external recruitment agencies at this time. Direct applications from candidates are warmly welcomed.\n#LI-RT1","description_format":"text","description_chars":5712,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Annual leave","Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-24T11:19:14Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.862,"p_room":1,"age_days":6,"expected_fill_days":24,"reasons":["conf:11","velocity","win:early"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/evotix-senior-service-cloud-engineer-2","json_url":"https://alion.io/job/evotix-senior-service-cloud-engineer-2.json","meta":{"generated_at":"2026-10-01T11:07:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2580,"day_limit":5000,"remaining_today":2420,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}