Description

You will manage the configuration, support, and optimization of Salesforce Service Cloud modules to drive automation and business efficiency.

Responsibilities

• Configure and support specific application modules while analyzing implementation plans for future automation.
• Partner with engineering, data, and business teams to translate requirements into clear PRD documentation.
• Perform root cause analysis on application issues, addressing configuration, implementation, or process failures.
• Manage vendor escalations and collaborate with engineering to implement roadmap features.
• Execute complex queries and data analysis to track key application metrics and drive organizational insights.

Required Skills

• 6-8 years of Salesforce Service Cloud experience.
• 5+ years of Advanced Salesforce Administrator experience.
• Proficiency with Salesforce API, webservices, and 3rd party tool APIs.
• Hands-on experience integrating customer support platforms with chatbot solutions like Medallia or ADA using asynchronous integration methods.
• Experience exchanging data via XML, XLS, CSV, TXT, flat files, and delimited files.
• End-to-end understanding of data/access updates, batch jobs, and debugging.
• Deep understanding of product architecture, cross-application dependencies, and workflows.
• Working knowledge of customer service, support, and customer experience processes.
• Bachelor's degree in Information Technology, Business, or a related field preferred.
• Professional English fluency, both written and verbal.

Key Skills

Education

Bachelor's degree