Salesforce Administrator (Service Cloud)

Key Responsibilities:
• Collaborate with cross-functional teams (Customer Experience, Sales, Marketing, IT) to elicit, document, and validate system requirements; translate those into scalable designs within Salesforce.
• Architect and maintain security model: roles, profiles, permission sets, public vs private groups, sharing rules, user provisioning, and data visibility aligned to a hierarchical structure (e.g., Location → Area → Region → Division).
• Design, implement, and maintain custom objects, page layouts, record types, flows / process automation, validation rules, workflow rules, and other declarative building blocks.
• Assess, configure, and integrate AppExchange / third-party applications and build integrations with external enterprise systems.
• Create and maintain robust Salesforce reports and dashboards—ranging from simple to complex multi-object joins—ensuring correct visibility based on role, profile, and data access.
• Configure a Knowledge Base within Salesforce for internal users, and expose knowledge via an external portal (Experience Cloud) to support self-service, including recommending “next best actions.”
• Integrate Salesforce Service Cloud with CTI / call center solutions (Service Cloud Voice, Webex, or comparable technologies) to support inbound/outbound voice workflows.
• Build role-based home page dashboards, ensuring hierarchical visibility so leaders see metrics for their direct and indirect teams.
• Design and support AI bots / agent assist tools (e.g., Case deflection bots, internal chat agents) to reduce workload and improve customer experience.
• Lead advanced case management configuration: case queues, case teams, case flows, skills-based routing, escalation rules, entitlements / SLAs, dynamic layouts by case type/subtype, and routing across channels.
• Configure Omni-Channel routing across communications channels (voice, chat, SMS, email, surveys, social, etc.), using rules, skills, and routing logic.
• Drive release management, including overseeing sandbox refreshes, deployments, testing, documentation, and end-user training.
• Oversee data operations: imports, exports, transformations, and data integrity initiatives using Data Loader or other ETL / integration tools.
• Monitor system health, perform regular audits, enforce security best practices, and ensure compliance with internal and external policies.
• Mentor and coach junior admins / analysts; champion Salesforce best practices across the organization.
• Act as the primary administrator / architect for Service Cloud usage across multi-site support centers and field locations.
• Maintain deep currency with Salesforce platform updates, new features, and industry trends; proactively propose enhancements and optimizations.
• Perform additional duties as assigned to support the evolution of the Salesforce ecosystem.