Platform Administrator – Salesforce Service Cloud, CCaaS
Job Description:
- Administer and support the Salesforce Service Cloud platform, including user setup, role hierarchy, permissions, and access management ensuring SOX control adherence.
- Configure and maintain Service Cloud features such as case management, queues, assignment rules, email-to-case, knowledge base, and service console components.
- Assist with creating and maintaining Flows, validation rules, and automation to support service operations.
- Maintain system configuration, documentation, and governance standards.
- Support data management activities including imports, updates, and data quality monitoring.
- Assist with DevOps and release management processes across sandbox and production environments.
- Support configuration migrations, deployments, and release validation.
- Participate and lead in testing cycles, including user acceptance testing (UAT) coordination and defect tracking.
- Maintain version control practices and release documentation.
- Help improve CI/CD processes and deployment automation as the platform evolves.
- Monitor platform performance and proactively identify issues affecting service operations.
- Troubleshoot system errors, integration issues, and workflow failures in collaboration with CX developers and IT teams.
- Support system upgrades, new feature releases, and configuration updates.
- Ensure platform changes follow established governance, security, and compliance standards.
- Assist in maintaining CX reporting and dashboards within Salesforce.
- Support data integrity and structured data models that enable insights into the customer journey and service operations.
- Help analyze operational data to identify improvement opportunities within workflows and case management processes.
- Work closely with CX developers and architects to implement enhancements and new platform capabilities.
- Participate in process improvement initiatives that increase agent efficiency and improve customer experience outcomes.
- Assist in evaluating emerging CX tools, automation solutions, and AI-enabled capabilities that enhance service operations.
- Maintain documentation for system configurations, workflows, and integration points.
Requirements:
- 1–3+ years of experience supporting Salesforce Service Cloud or a comparable CRM platform.
- Experience with Salesforce configuration tools including Flows, case management configuration, and basic automation.
- Basic understanding of DevOps concepts including environment management, testing processes, and deployment practices.
- Strong attention to detail and ability to manage system configuration accurately.
- Strong analytical and troubleshooting skills.
- Ability to work cross-functionally with technical and business teams.
Benefits:
- medical insurance
- dental insurance
- vision insurance
- flexible spending accounts
- health savings accounts (HSA) with company contribution
- 401(k) retirement plan with matching
- employee stock purchase program
- life insurance
- AD&D
- short-term disability insurance
- long-term disability insurance
- generous paid time off
- company holidays
- parental leave
- identity theft protection
- pet insurance
- pre-paid legal insurance
- back-up child and eldercare days
- product discounts
- referral bonus program
- and more.