Roles and Responsibilities :

Serve as the primary administrator for the Support instance of Salesforce Service Cloud
Design, configure, and customize Salesforce Service Cloud to meet business requirements.
Analyze workflows and optimize processes for improved efficiency and effectiveness.
Integrations & Data Architecture
AI & Automation Enablement
Provide exceptional customer support through multiple channels (phone, email, chat).
Collaborate with cross-functional teams to resolve complex issues.

Job Requirements :

6–9 years of experience as a Salesforce Administrator, with deep focus on Service Cloud
Proven experience owning a complex support or service environment, not just sales workflow
Strong hands-on experience with:
Flows, automation, and case management design
Data modeling and system architecture
Experience integrating Salesforce with external systems (data platforms, CS tools, etc.)
Familiarity with Microsoft Fabric ecosystem and data pipelines preferred
Experience with Gainsight integrations is a plus
Exposure to AI-enabled support platforms (Forethought, Agentforce) strongly preferred
Strong judgment in balancing flexibility vs structure in system design
What Success Looks Like
A Salesforce environment that accurately reflects real support workflows
Ownership of the configuration, expansion, and ongoing optimization of AI-enabled support tools (e.g., Forethought, Agentforce), including adapting vendor-provided implementations to fit real-world support workflows
High system adoption and usability among support engineer
Reliable, structured data that powers trusted reporting and insights
Seamless integration of support data into Customer Success (Gainsight) and analytics platforms
Thoughtful implementation of AI that improves efficiency without oversimplifying complex work
A system that is maintainable, scalable, and adaptable over time

Salesforce

Job Description