Salesforce Case Management Efficiency Consultant
Pubblicato il 25-08-2026 - Seargin in Milano
SEARGIN IS HIRING!
As a dynamic multinational tech company operating in 50 countries, we drive innovation and create projects that shape the future and greatly enhance the quality of life. You will find our solutions supporting advanced AI initiatives, financial analytics, and enterprise-scale digital transformation across global organisations.
About the role
We seek an experienced consultant to lead a workflow optimization project for our Salesforce case management operations in Italy. You will conduct on-site analysis of customer service agent workflows, identify efficiency gaps, and develop recommendations to increase productivity. This role requires both consulting acumen and hands-on operational customer service experience to credibly assess what constitutes realistic vs. unnecessary friction.
Requirements
- Consulting Background
- Proven experience in business process optimization, operational efficiency, or systems consulting.
- Customer Service Operations
- Hands-on experience in back-office customer service environments (essential for credible workflow assessment).
- Salesforce Knowledge
- Familiarity with Salesforce, case management systems, or CRM implementations.
- Language
- Fluent in Italian (required for on-site Milan engagement and team communication).
- Analytical Skills
- Strong ability to observe, document, and synthesize operational workflows into actionable insights.
- Communication
- Excellent written and verbal communication for presenting findings to leadership.
Nice to have
- Experience with SAP or ERP system integrations.
- Previous customer service transformation or efficiency projects.
- Knowledge of Italian business environment and customer service practices.
- Experience with training/adoption programs.
- Experience with AI Agents or related customer service automation.
- Experience with existing customer service automations, including VBA or similar solutions.
- Experience with Voice / Mail customer service operations or automation.
- Experience with Parloa or similar solutions.
Responsibilities
- Workflow Analysis & Assessment
- Observe and document daily workflows of customer service agents using Salesforce case management.
- Analyze current customer service workflows across email and voice channels.
- Identify system switching patterns, integration gaps (particularly SAP), and unnecessary click sequences.
- Understand how Salesforce interacts with other systems currently used by customer service teams.
- Map current processes and pain points in detail.
- Identify areas where systems are not integrated and where this creates additional work for agents.
- Diagnostic Evaluation
- Assess adoption levels and training effectiveness.
- Evaluate technology and integration gaps.
- Identify quick wins vs. structural improvements.
- Determine scalability of potential solutions across the organization.
- Consider existing back-office processes and automations in other systems, including VBA-based automation.
- Identify where current automations or processes could potentially be relevant to the future AI Agent roadmap.
- Recommendations Development
- Propose process improvements and optimization opportunities.
- Identify technology and integration enhancements needed.
- Develop adoption and training recommendations.
- Quantify potential productivity gains and implementation feasibility.
- Remain open to potential solutions beyond the current Salesforce setup where relevant.
- Provide input that can support the planned expansion of Voice / Mail AI Agents to further markets over the next 12–24 months.
- Contribute, where relevant, to future discussions around a potential alternative solution to Parloa.
- Stakeholder Engagement
- Work directly with customer service teams and leadership.
- Communicate findings and recommendations clearly.
- Support project leadership with insights and analysis.
- Conduct the assessment on-site in Milan and work directly with the relevant customer service teams.
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To learn more about Seargin, please visit our web page: www.seargin.com