System Engineer - Customer Service Infrastructure (all …, Andalucía

BESTSECRET is the leading European online destination for premium and luxury off-price fashion. The Group offers its members in 27 countries across Europe a superior brand portfolio complemented by a high-end shopping experience. At the same time, BESTSECRET enables its brand partners to clear overstock at scale with minimum visibility and maximum brand equity protection. The unique business model is based on its closed character with an invitation-only customer membership, longstanding brand partner and customer relationships, combined with a tech-focused mindset. BESTSECRET has a strong track record of profitable growth over many years. It generated preliminary revenues of approx. EUR 1,415 million in 2024 and employs around 2,300 people from over 90 nations. The Group draws on a heritage of 100 years in the textile and fashion industry and today is owned by Permira Funds and the founding families Schustermann and Borenstein. Your Responsibilitie
* Develop, maintain, and optimize Salesforce Service Cloud, including case management, email-to-case and automation flow
* Build and enhance Apex classes, triggers, Lightning Web Components, and integrations supporting customer service processe
* Design, implement, and troubleshoot complex Salesforce flows (validation rules, page layouts, formula fields, assignment & escalation rules
* Manage users, profiles, permission sets, roles, and security setting
* Configure omnichannel routing, skills, presence statuses, and queue
* Support our call center infrastructure, including telephony routing, IVR logic, agent setup, and voice integratio
* Collaborate with Customer Service Operations to translate business needs into scalable solution
* Explore AI-driven tools for automation, routing intelligence, and productivity enhancement
* Monitor system performance, resolve incidents, maintain documentation, and support technical escalation
* Participate in rollout projects for new tools, features, and integration Your Qualificati ons Must
* Have Hands-on experience with Salesforce Service Cloud (admin or develo
* per).Proficient in Apex, LWC, Salesforce flows (complex logic & error handling), email-to-case, and case routing automa
* tion.Basic knowledge of omnichannel routing and skill-based work distribu
* tion.Familiarity with telephony/CTI systems and API integrations (REST/S
* OAP).Understanding of AI applications for customer ser
* vice.Proficiency with reports, dashboards, SOQL, Data Loader, and Workb
* ench.Strong problem-solving, analytical, and communication skills; ability to work with technical and non-technical stakehol Nice t
* o Have Salesforce certifications (admin, platform app builder, platform develo
* per I).Experience with Service Cloud Voice, Experience Cloud, CI/CD tools (Gearset, Copado, Git workflows), monitoring/logging, or generat
* ive AI.Background in customer service operations or support t
* ooling. At BESTSECRET, diversity isn't just a trend – it's our professional philosophy. We are dedicated to cultivating an inclusive workplace where everyone's unique talents and backgrounds are celebrated. Applicants from all backgrounds, experiences and perspectives are welcome to join us in our mission towards a more vibrant and inclusive future. #J-18808-Ljbffr Postúlate en Kit Empleo: kitempleo.es/empleo/6rw3fo