TTI is a fast growing world leader in Power Tools, Accessories, Hand Tools and Outdoor Power Equipment for Do-It-Yourself (DIY), professional and industrial users in the home improvement, repair, maintenance, construction and infrastructure industries. Powerful brands, innovative products, exceptional people and operational excellence: We are dedicated to improving the lives of homeowners and tradespeople around the world. Join us and become a part of our success story. Salesforce Applications Support You will focus on Salesforce Service Cloud, playing a key role in its development, configuration, maintenance, and enhancement to support our customer service operations. As part of our dynamic team, you will have the unique opportunity to cross-train and support Genesys Cloud, working closely with our Infrastructure Teams to customise contact centre solutions. This role is crucial in driving customer satisfaction, and you'll contribute to the ongoing evolution of our service capabilities in line with our company’s mission to deliver exceptional customer experiences. Key Responsibilities: Configure, develop, and customize Salesforce Service Cloud to align with the specific needs of our customer-facing teams, ensuring seamless integration with existing systems. Collaborate with stakeholders, including business analysts and customer service leaders, to refine requirements and translate them into scalable, effective solutions. Oversee user profiles, roles, permissions, and security settings within Salesforce, maintaining the integrity and security of customer data. Design, implement, and maintain automation processes using Flow, Apex, and other tools to streamline service operations, reduce manual workload, and improve efficiency. Develop, maintain, and enhance reports and dashboards to provide actionable insights into the service performance, productivity and customer satisfaction. Administer and optimise third-party integrations with Salesforce Service Cloud to enhance functionality, ensuring these tools are used effectively. Provide ongoing support, troubleshooting, and training to users to maximize the effective utilization of Salesforce and drive adoption across the team. Stay current with Salesforce and Genesys updates, industry best practices, and emerging trends. Recommend and implement new features and functionalities to maintain a cutting-edge service operation. Collaborate with cross-functional teams to gather, analyse and implement requirements for contact centre solutions, including but not limited to IVR, routing, and reporting. Design and build end-to-end contact centre solutions using Genesys Cloud, incorporating industry standards and best practices. Document all configuration, processes and procedures related to both Salesforce and Genesys Cloud, ensuring knowledge transfer and continuity. Knowledge and Experience: Minimum of 3 years of experience as a Salesforce Consultant/Developer, with a proven track record in Salesforce Service Cloud. Strong understanding of Salesforce configuration, customisation, flow, LWC, Apex, and administration best practices, with proficiency in Salesforce automation tools. Experience with CRM software and working knowledge of relational database design. Excellent communication skills with the ability to collaborate effectively with cross-functional teams, including IT and customer support. Detail-oriented with strong analytical and problem-solving abilities, capable of troubleshooting complex issues in a fast-paced environment. Resilient individual who thrives in a dynamic and evolving environment, with a passion for learning and embracing a curious mindset. Desirable: Experience with Genesys Cloud, including designing, configuring, and customising contact centre solutions using Architect to build email and call flows. Certification: Salesforce Administrator Certification (required) Salesforce Platform Developer 1 (required) Service Cloud Consultant (required) Salesforce Advanced Administrator Certification (preferred) Salesforce Platform App Builder Certification (preferred) JavaScript Developer 1 (preferred) LI-SK1 Hybrid If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us