Sr. Salesforce Administrator (Service Cloud - Orlando Area)
- Orlando, FL
- Permanent
- Full-time
Overview and ResponsibilitiesJob SummaryWe are seeking a highly skilled and experienced Senior Salesforce Administrator to lead the administration, configuration, and optimization of our Salesforce Service / Sales Cloud platform. This role will serve as a key expert and strategic partner across departments, ensuring Salesforce is leveraged to its fullest potential to support business goals, improve user experience, and drive operational efficiency.Essential Job Duties and Responsibilities(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.)
- Serve as the primary system administrator for Salesforce Service Cloud, configuring functionality for large multi-center support teams, and field locations
- Heavy emphasis and expertise required for all aspects of Case Management, including but not limited to Case Queues, Case Teams, Case Flows, Skills Routing, Case Routing Rules, Escalation Rules, Entitlements/SLAs, Dynamic Case Layouts based on Case Type/SubTypes, etc.
- Heavy emphasis on Omni-Channel Configuration and Auto Routing based on rules and skills for different support teams, for all communication channels including, Voice, Live Chat, SMS Text, eMail, Survey, Call Campaigns, Social, etc.
- Experience with Call Center CTI Integration with Service Cloud Voice, preferably with Cisco Webex Call Center, or similar call center technology
- Experience with configuring Home Page Dashboards, for different groups/roles, in a hiarchial approach so the supervisors up the chain automatically see their teams KPI's, as well as their Case Queues.
- Experience in developing Salesforce Reports, from basic to complex with multi-object joins, including visibility by appropriate profile, role, etc.
- Deep experience with roles, profiles, permission sets, public/private groups, sharing rules, user setup, and data visibility and integrity based on a hiarchial setup, e.g. Locations roll up to Area, which roles up to Region, which roles up to Division, etc.
- Experience with setting up AI Bots / Agentforce for Case Deflection on our Customer Experience Cloud Portal, and also auto assistance within Salesforce to help internal users.
- Experience to setup and configure Knowledgebase for streamlined usage within Salesforce for internal users, as well as on the Experience Cloud Portal for our customers, to allow for Self-Service, including Next Best Action recommendations
- Design, implement, and maintain custom objects, page layouts, workflows/flows, validation rules, process builders, and other automation tools.
- Collaborate with cross-functional teams (Customer Service, Sales, Marketing, IT) to gather requirements and translate them into scalable Salesforce solutions.
- Manage data imports, exports, and data quality initiatives using tools like Data Loader and third-party integrations.
- Monitor system performance, conduct regular audits, and ensure platform security and compliance.
- Lead Salesforce release management, including testing, documentation, and user training.
- Provide mentorship and guidance to junior admins or analysts, and serve as a subject matter expert for Salesforce best practices.
- Evaluate and implement AppExchange solutions and integrations with other enterprise systems.
- Stay current with Salesforce updates, features, and industry trends to proactively recommend enhancements.
- Performs other duties as assigned
- Up to 10%
- Background investigation (company-wide)
- Drug screen (when applicable for the position)
- Valid driver’s license in state of residence with a clean driving record (when applicable for the position)
- Advanced degree or equivalent years of experience and certifications, preferably in Computer Science, Information Systems, Business, or related field.
- 5+ years of hands-on Salesforce Service Cloud administration experience, with experience with large multi-group and multi-site customer support/call centers
- Expert in all Case Management and Omni-Channel functions and best practice architecture
- Multiple Salesforce Certifications, including Administrator certifications
- Proven experience with Salesforce Lightning, Flow Builder, and advanced automation.
- Strong understanding of Salesforce security, sharing rules, and data architecture.
- Excellent problem-solving, communication, and project management skills.
- Experience in the Healthcare Industry or similar
- Salesforce Advanced Administrator or Platform App Builder certification.
- Experience with Service Cloud third-party integrations (e.g., Service Cloud Voice, Cisco Webex Call Center, SMS Text/email, etc).
- Familiarity with Agile methodologies and tools like Jira, Monday.com, etc.
- This can be a Hybrid position out of the Orlando, FL Office, or can be primarily a Remote position, with periodic travel to the Orlando, FL Office for the right candidate
- Opportunity to work in a collaborative, mission-driven environment with cutting-edge technology.
- Lift and carry office equipment at times; occasionally moves equipment such as a personal computer or display weighing up to 25 pounds
- Requires sitting, walking, standing, talking and listening
- Requires close vision to small print on computer and/or tablet and paperwork
- Generous paid time Off and paid holidays
- Overtime pay for non-exempt hourly positions based on business needs
- Employee recognition program
- Bonus and incentive opportunities
- Mileage reimbursement (when applicable for the position)
- Telephone reimbursement (when applicable for the position)
- EAP
- 401k
- Medical, Prescription, Dental and Vision
- HSA and FSA/Dependent Care FSA
- Life Insurance, Disability, Accidental death, Identity protection and Legal services