Salesforce Service Cloud Administrator - San Jose, CA

Role Overview

You will own the day-to-day administration and evolution of our Salesforce Service Cloud platform for support operations. Your responsibilities span user management, configuration, automation, reporting, and integration support.

You will act as the primary Salesforce administrator partner to agent teams and collaborate closely with Salesforce engineers on enhancements, integrations (such as Amazon Connect), and scalable platform improvements.

This is a high-impact role in a fast-moving support environment.

What You'll Be Doing

• Configure and fine-tune our Salesforce Service Cloud setup, including workflows, custom fields, layouts, integrations, and more, to enable smarter and faster service across the business.

• Champion efficiency by continuously evaluating systems and processes to: Boost team productivity, Improve user experience, and Enhance customer satisfaction

• Oversee data integrity within Salesforce Service Cloud, ensuring compliance and security through: Security reviews, Release updates, and Health checks

• Lead Salesforce initiatives end-to-end, including: New integrations, Major upgrades, Process overhauls, and Delivering projects on time and within budget.

• Create and maintain reports, dashboards, and reporting infrastructure to provide stakeholders with real-time and historical visibility into key performance metrics and operational insights.

• Collaborate with cross-functional stakeholders to understand goals, gather requirements, and deliver scalable solutions. Serve as the go-to communicator for platform changes and updates.

• Create and maintain technical documentation that reflects the current state of Salesforce usage and supports continued scaling of Service Cloud.

• Manage vendor relationships with Salesforce and other strategic technologies integrated with Service Cloud, while exploring new tools, especially in AI and automation, to enhance support capabilities.

• Stay current on Salesforce capabilities and partner closely with CX leadership to shape the technology roadmap that supports business goals and long-term success.

What We're Looking For Required Qualifications

• 8 years of hands-on experience as a Salesforce Administrator in a customer support, service, or contact-center environment.

• Experience with Salesforce Service Cloud supporting agent workflows and service operations.

• Salesforce Certified Administrator credential.

Strongly Preferred

• Salesforce Certified Advanced Administrator (Admin II).

Nice to Have

• Salesforce Certified Service Cloud Consultant or other cloud certifications (Sales Cloud, Field Service, Nonprofit Cloud).

• Experience integrating Amazon Connect with Salesforce, including: CTI / telephony, Call routing, Screen pop, Call logging

• Salesforce Certified Agentforce Specialist.

Education & Other Requirements

• Bachelor's degree in Information Systems, Computer Science, Business, or equivalent professional experience.

• Strong documentation, training, communication, and stakeholder collaboration skills.

• Experience working with engineering teams in agile or sprint-based environments, balancing production support with continuous improvement.