Key Responsibilities :
- Salesforce Platform Management :
Serve as the primary system administrator for our Salesforce environment with over 500 users.
Utilize declarative tools such as Flow Builder , Validation Rules , and Lightning App Builder to customize and optimize the platform.Perform system audits, manage data integrity, and oversee system upgrades to maintain platform health.Omnichannel Implementation and Management :Implement and manage Omni-Channel routing to optimize workload distribution across voice, chat, and email-to-case channels.
Configure and maintain Entitlements and Milestones to ensure adherence to service level agreements.Set up and manage Escalation Rules to automate support processes and improve response times.Integrate and manage Vonage Contact Center solutions to enhance communication efficiency.Salesforce Knowledge Management :Extensively manage and configure Salesforce Knowledge , including creating, categorizing, and maintaining knowledge base articles.
Optimize the knowledge base for internal users and customer self-service portals.Implement best practices for the knowledge article lifecycle, including drafting, reviewing, publishing, and archiving.Messaging for Web Implementation :Configure and deploy Messaging for Web to provide real-time customer support on web platforms.
Implement Einstein Bots alongside Messaging for Web to provide automated assistance.Automation and Productivity Tools :Develop and manage Macros , Quick Text , and Email Templates to streamline support operations.
Automate service processes using Flows for advanced process automation.Analytics and Reporting :Create custom Reports and Dashboards to monitor service performance metrics and key performance indicators (KPIs).
Utilize Einstein Analytics to gain deeper insights into service operations and customer behavior.Customer Self-Service Platforms :Configure and manage Experience Cloud sites for customer self-service, including knowledge base access and case submission.
Security and Compliance :Ensure compliance with industry regulations such as SOX , GDPR , and Client .
Implement data security best practices, including the use of Salesforce Shield features.Maintain high standards of data governance and integrity across the platform.Platform Innovation and Optimization :Stay current with the latest Salesforce features and releases to identify opportunities for improvements and automation.
Lead technical initiatives to enhance platform functionality and user experience.Analyze and resolve technical issues promptly to minimize downtime.Qualifications :
Certifications (Required) :Salesforce Certified Administrator
Salesforce Certified Advanced AdministratorSalesforce Platform App BuilderAt least one Salesforce Consultant certification in Sales Cloud or Service CloudExperience :Minimum of 5 years of hands-on experience as a Salesforce Administrator in complex environments.
Extensive experience with Salesforce Knowledge , including configuration and management.Proven expertise in implementing and managing Omni-Channel routing in voice, chat, and email-to-case environments.Experience with Messaging for Web .Familiarity with Vonage Contact Center or similar telephony platforms is highly desirable.Familiarity with Flosum or similar Salesforce DevOps tools is a plus.Technical Skills :Proficient in Salesforce declarative development tools :
Flow Builder
Validation RulesLightning App BuilderStrong understanding of Entitlements , Milestones , and Escalation Rules .Hands-on experience with Salesforce Einstein tools relevant to service operations :Einstein Next Best Action
Einstein Prediction BuilderEinstein Opportunity ScoringEinstein Case ClassificationKnowledge of Salesforce security features and best practices, including Salesforce Shield .Data Management :Expertise in data modeling, data migration, and maintaining data integrity within Salesforce.
Familiarity with data loading tools and techniques for large data sets.Industry Experience :Experience in the financial services industry is highly desirable.
Understanding of compliance requirements specific to financial institutions.
