Senior Salesforce Service Cloud Administrator

Responsibilities

• Manage the day-to-day administration of Salesforce Service Cloud, ensuring optimal system performance and reliability.
• Support and collaborate with teams managing Sales Cloud functionality and enhancements.
• Design and implement Salesforce configurations that support evolving business requirements.
• Maintain and enhance Salesforce automation, workflows, and business processes to improve operational efficiency.
• Oversee user management, access control, and security configurations.
• Ensure data integrity through monitoring, data governance processes, and quality controls.
• Provide advanced troubleshooting and support for Salesforce platform issues.
• Lead Salesforce system upgrades, testing, and release management.
• Partner with business stakeholders to prioritize and deliver platform enhancements.
• Develop and maintain documentation, training materials, and knowledge resources for Salesforce users.
• Continuously evaluate Salesforce capabilities and recommend improvements to maximize platform value across the organization.
• Support the deployment and management of Agentforce AI agents within Salesforce Service Cloud.
• Identify opportunities to automate service workflows using AI and intelligent automation tools.
• Work with stakeholders to design AI-enabled support experiences that improve operational efficiency and customer outcomes.
• Monitor AI agent performance and continuously optimize configurations based on usage and outcomes.
• Stay informed on new Salesforce AI and automation capabilities and recommend improvements to enhance the platform's value.
• Experience supporting and coordinating the commercial and operational relationship with Salesforce, including working with Salesforce account teams, managing licensing considerations, and helping ensure the organization maximizes value from the Salesforce platform.
• Skills and Experience Required:
• 5+ years of Salesforce administration experience , including hands-on experience supporting enterprise Salesforce environments.
• Strong experience administering Salesforce Service Cloud, with working knowledge of Sales Cloud functionality.
• Salesforce Administrator Certification (ADM 201) required; additional Salesforce certifications are a plus.
• Experience configuring Salesforce features including Flows, automation tools, custom objects, page layouts, validation rules, and security settings.
• Strong understanding of Salesforce data architecture, including objects, relationships, and data governance.
• Experience managing user permissions, security models, and role hierarchies.
• Familiarity with Salesforce integrations and third-party applications.
• Experience supporting business teams such as Sales, Operations, and other Support Functions
• Strong analytical and problem-solving skills with the ability to troubleshoot complex issues.
• Excellent communication skills and the ability to collaborate with technical and non-technical stakeholders.
• Experience supporting Salesforce releases, sandbox management, and deployment processes.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience working with Salesforce AI capabilities such as Agentforce, Einstein AI, or similar AI-driven automation tools.
• Understanding of AI-assisted service workflows and automated case handling within Salesforce Service Cloud.
• Ability to configure or support AI-powered chat,

Benefits

Additional Information

Ready to join the future of work? Become part of a remote and hybrid first*, global company spanning across the Americas, Europe, and Asia for A Job That Works for You. You will become among 2000+ Guardians worldwide, embracing YOUR unique approach to work. 🌎 Our vision of the future of work is "Work In Any Way" which offers flexibility for where you work, it empowers you to define your ideal work environment, unbound by the traditional notions of what work should look like. Most importantly, it puts people first! 🤩 We are seeking an experienced Senior Salesforce Administrator to manage and optimize Safeguard Global's Salesforce platform, with primary responsibility for the Service Cloud environment while partnering with teams supporting Sales Cloud. This role will serve as a key subject matter expert responsible for the configuration, maintenance, and continuous improvement of the Salesforce platform. The Senior Salesforce Administrator will collaborate with cross-functional stakeholders to gather requirements, design scalable solutions, and ensure Salesforce supports both operational and customer-facing processes. In addition, this role will support the implementation and optimization of Salesforce AI capabilities, including Agentforce, to help automate support processes, improve service operations, and enhance customer interactions through intelligent workflows and AI-driven assistance. The ideal candidate combines strong technical Salesforce administration skills with the ability to translate business needs into effective system configurations, automation, and AI-enabled process improvements.

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