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.