Platform Administrator (Salesforce Service Cloud & CCaaS)

About the role

SharkNinja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people's lives in homes around the world. Powered by two trusted, global brands, Shark and Ninja , the company has a proven track record of bringing disruptive innovation to market and developing one consumer product after another has allowed SharkNinja to enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than 4,100 associates, the company's products are sold at key retailers, online and offline, and through distributors around the world. AI at SharkNinja At SharkNinja, we're building an AI-native culture. We're not waiting for the future; we're creating it. Our people are expected to experiment boldly, adopt new tools, and continuously raise what's possible to create meaningful impact for our consumers. If you believe the best way to do your job hasn't been invented yet, you'll fit right in. Role Overview We are seeking a motivated and detail-oriented CX DevOps & Platform Administrator to support and maintain our customer experience technology platforms, with a primary focus on Salesforce Service Cloud and Enterprise CCaaS platform (Zoom, familiarity with Genesys, Amazon Connect is also relevant) . This role plays a key part in ensuring our CX systems remain stable, scalable, and aligned with evolving business needs. This is an ideal opportunity for an early-career professional looking to grow into CX systems development, integration engineering, or platform architecture , while gaining hands-on experience in DevOps, release management, and CX platform operations . You will work closely with CX engineers, system developers, and business stakeholders to support platform operations, assist with releases, and help implement improvements that enhance the customer and agent experience.

Responsibilities

• Salesforce Service Cloud Administration
• 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.
• DevOps & Release Support
• 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.
• Platform Operations & Support
• 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.
• Data, Reporting & CX Insights
• 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.
• Collaboration & Continuous Improvement
• 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.
• Required Qualifications
• 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.

Requirements

• Salesforce Administrator Certification (or actively pursuing certification).
• Exposure to customer serv

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