Platform Administrator (Salesforce Service Cloud & CCaaS)

TL;DR

Platform Administrator (Salesforce Service Cloud & CCaaS): Supporting and maintaining customer experience technology platforms with an accent on Salesforce Service Cloud, CCaaS, and DevOps processes. Focus on optimizing case management, automating workflows via Flows, and managing release cycles to improve agent and customer experience.

Location: Remote (United States)

Salary: $75,200 - $91,900 USD

Company

Global product design and technology company specializing in disruptive lifestyle solutions for homes worldwide.

What you will do

• Administer Salesforce Service Cloud, including user setup, role hierarchies, permissions, and SOX control adherence.
• Configure and maintain case management, queues, assignment rules, and automation using Salesforce Flows.
• Support DevOps and release management across sandbox and production environments, including configuration migrations and deployments.
• Monitor platform performance and troubleshoot system errors or integration failures in collaboration with CX developers.
• Maintain CX reporting and dashboards to provide insights into the customer journey and service operations.
• Collaborate with architects to implement platform enhancements and AI-enabled capabilities to increase agent efficiency.

Requirements

• 1–3+ years of experience supporting Salesforce Service Cloud or a comparable CRM platform.
• Proficiency with Salesforce configuration tools, specifically Flows and case management.
• Basic understanding of DevOps concepts, environment management, and deployment practices.
• Must be based in the United States.
• Strong analytical, troubleshooting, and cross-functional collaboration skills.

Nice to have

• Salesforce Administrator Certification (or currently pursuing one).
• Experience with CCaaS technologies such as Zoom, Genesys, or Amazon Connect.
• Basic understanding of APIs, integrations, or middleware platforms.
• Familiarity with data visualization and reporting tools within Salesforce.

Culture & Benefits

• Comprehensive health coverage: medical, dental, vision, HSA, and FSA with company contributions.
• Financial security: 401(k) retirement plan with matching and employee stock purchase program.
• Work-life balance: generous paid time off, company holidays, and parental leave.
• Unique perks: pet insurance, pre-paid legal insurance, and hirify.global product discounts.
• Professional growth: high-impact learning programs and a community-driven environment.