Salesforce Administrator
Braven
AssemblyTableau
Senior Salesforce Administrator, Service Cloud
Omnidian
full-time
Posted on:
Location: Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $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
