Platform Administrator – Salesforce Service Cloud, CCaaS

Role Overview

• 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.

Tech Stack

• Cloud

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.