Omnidian

Senior Salesforce Administrator, Service Cloud

Omnidian

full-time

Posted on:

Origin:  • 🇺🇸 United States • Washington

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Salary

💰 $112,500 - $162,500 per year

Job Level

Senior

Tech Stack

Cloud

About the role

  • Own and optimize Salesforce Service Cloud environment, leading configuration, performance, and scalability efforts
  • Implement AI and automation like Salesforce Einstein for intelligent case routing, auto-classification, next-best-action recommendations, and agent assistance features
  • Design and maintain robust support processes including case queues, escalation rules, SLAs, and omnichannel routing across email, chat, and web
  • Manage Experience Cloud, customer portals, knowledge articles, and self-service features to improve deflection rates
  • Ensure data integrity and governance via structured imports, validation rules, and automation; collaborate with data governance teams to enforce standards
  • Manage access control and security: user roles, profiles, permission sets, sharing rules, and case visibility
  • Create and maintain dashboards and reports focused on support KPIs (first response time, resolution time, SLA adherence, CSAT/NPS, AI impact)
  • Lead release management: evaluate Salesforce releases, test functionality, and lead rollouts of new features
  • Train and support users to increase adoption of Service Cloud tools and AI capabilities
  • Partner with business stakeholders to understand service needs and translate them into scalable, well-documented system solutions

Requirements

  • 7+ years of hands-on Salesforce Administration experience with a focus on Service Cloud
  • Proven experience managing and optimizing case management, automated service workflows, SLA tracking, and support-related automations
  • Familiarity with Salesforce AI tools (Einstein Case Classification, Bots, Next Best Action) or equivalent intelligent automation platforms
  • Experience with Experience Cloud, customer portals, and knowledge base management
  • Strong understanding of data modeling, user access, security, and reporting
  • Proven ability to support end-users and improve adoption through training, documentation, and direct engagement
  • Experience implementing AI features like Salesforce Einstein, GPT integrations, or other intelligent automation tools (preferred or strong interest)
  • Hands-on experience with Salesforce Einstein, Einstein Bots, or AI chatbot integrations (preferred)
  • Familiarity with Field Service Lightning, Customer Success tooling, AgentForce and channel management (a plus)
  • Background in a startup or high-growth SaaS environment (a plus)
  • Able to work from our Seattle a few days per week (preferred)
  • No explicit education requirement stated