Newell Brands

Salesforce Service Cloud Administrator – Customer Service CRM AI Admin

Newell Brands

full-time

Posted on:

Location Type: Hybrid

Location: Poznan • Poland

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

Cloud

About the role

  • Configure, test, and maintain Agentforce instructions, AI prompts, and guardrails for Service Cloud use cases, including Live Chat, agent assist, and internal case workflows.
  • Administer AI behavior through configuration, not code, ensuring responses align to approved service policies, brand tone, and product categories.
  • Partner with Service leadership to define AI-supported agent use cases, escalation paths, and human-in-the-loop controls.
  • Administer and curate Salesforce knowledge and Data Cloud inputs that power Agentforce and AI-assisted responses.
  • Ensure content is structured, searchable, and agent-ready to support real-time AI recommendations during customer interactions.
  • Collaborate with Content Owners to align Knowledge governance with AI consumption requirements.
  • Serve as the primary Admin-level point of contact for Agentforce and Service Cloud AI issues in production.
  • Monitor AI performance, agent adoption, and response quality, identifying configuration-level improvements.
  • Support release management activities, including regression testing, post-deployment validation, and incident response for AI-related changes.
  • Act as the operational bridge between Customer Service, IT, Salesforce Platform teams, and external vendors.
  • Support shared sandbox and testing environments, ensuring safe coexistence between Customer Service and eCommerce teams.
  • Enable agent readiness through configuration support, documentation, and targeted training inputs.

Requirements

  • Minimum: Experience working with Salesforce Service Cloud or a similar agent-facing CRM platform.
  • Strong operational mindset with the ability to manage production systems supporting frontline agents.
  • Experience configuring or maintaining AI prompts, agent assist tools, or guided workflows.
  • Fluent English (written & spoken).
  • Your advantage: Experience in Customer Service Operations, CRM Admin, or AI-enabled service role.
  • Prior experience supporting Live Chat, digital service channels, or AI-assisted agent workflows.
  • Familiarity with Salesforce Agentforce, Einstein for Service, Knowledge, or Data Cloud.
  • Experience operating in a global, multi-brand Service Cloud environment.
  • University degree in Information Systems, Communications, or a related field.
Benefits
  • Full-time employment contract
  • Unlimited access to LinkedIn Learning – 17,000+ courses for your professional and personal development
  • Private healthcare
  • Pension plan (PPE) with company contribution of 3,5%
  • Fully sponsored life insurance
  • Hybrid working system; working hours – Monday to Friday, 8h between 15:00 and 23:00
  • Discounts on some of our products from brands Parker, DYMO, Sharpie, Contigo, and others
  • Partly financed Multisport Card or cinema tickets
  • Bravo – our global recognition programme where teammates can recognise each other and exceptional work is rewarded
  • Give@Newell – paid time-off for charity activities dedicated for local communities right where you live/work.
  • Employee Referral Program – an opportunity to get a bonus
  • Expectant Parents Gift
  • Modern, air-conditioned office in the city center (next to Stary Browar) with well-equipped kitchen and underground bike parking
  • Friendly atmosphere & multicultural environment (30+ nationalities in our Poznan office!)
  • Corporate Citizenship Philosophies – environmentally sustainable and socially sensitive business practices
  • Core Values: Integrity, Teamwork, Passion for Winning, Ownership, Leadership
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Salesforce Service CloudAI prompts configurationagent assist toolsguided workflowsregression testingincident responseknowledge governancedata managementcontent structuringperformance monitoring
Soft Skills
operational mindsetcollaborationcommunicationtrainingproblem-solvingadaptabilityattention to detailcustomer service orientationleadershipproject management