Position title
Senior Salesforce Administrator
Description
The position is remote and a full-time hire, with benefits and paid time off. Seeking a
highly skilled and experienced Senior Salesforce Administrator.
In this position, you will 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.
Responsibilities
- 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. - Serve as the primary system administrator for Salesforce Service Cloud,
configuring functionality for large multi-center support teams, and field locations. - Collaborate with cross-functional teams (Customer Service, Sales, Marketing, IT)
to gather requirements and translate them into scalable Salesforce solutions. - Deep experience with roles, profiles, permission sets, public/private groups,
sharing rules, user setup, and data visibility and integrity based on a hierarchical
setup, e.g. locations roll up to Area, which roles up to region, which roles up to
Division, etc. - Design, implement, and maintain custom objects, page layouts, workflows/flows,
validation rules, process builders, and other automation tools. - Evaluate and implement AppExchange solutions and integrations with other
enterprise systems. - Experience in developing Salesforce Reports, from basic to complex with multi-object joins, including visibility by appropriate profile, role, etc.
- Experience in setting up and configuring 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.
- Experience with configuring Home Page Dashboards, for different groups/roles, in a hierarchical approach so the supervisors up the chain automatically see their teams KPI's, as well as their Case Queues.
- Lead Salesforce release management, including testing, documentation, anduser training.
- 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.
Nice to Have:
- Experience with setting up AI Bots / Agentforce for Case Deflection on our
Customer Experience Cloud Portal and assistance within Salesforce to help
internal users. - Experience with Call Center CTI Integration with Service Cloud Voice, preferably
with Cisco Webex Call Center, or similar call center technology. - Strong understanding of Salesforce security, sharing rules, and data architecture.
- Advanced degree or equivalent years of experience and certifications, preferably
in Computer Science, Information Systems, Business, or related field. - Excellent problem-solving, communication, and project management skills.
Qualifications
- 5 years of hands-on Salesforce Service Cloud administration experience.
- Expert in all Case Management and Omni-Channel functions and best practice
architecture. - Experience with CTI/Call Center integrations to Salesforce with experience with
large multi-group and multi-site customer support/call centers. - Experience with Service Cloud third-party integrations (e.g., Service Cloud Voice,
Cisco Webex Call Center, SMS Text/email, etc). - Multiple Salesforce Certifications, including Administrator certifications.
- Proven experience with Salesforce Lightning, Flow Builder, and advanced
automation.
Required Skills
- Experience in the Healthcare Industry or similar.
- Familiarity with Agile methodologies and tools like Jira, Monday.com, etc.
- Salesforce Advanced Administrator or Platform App Builder certification.
Hiring organization
Employment Type
(Remote)
Job Location
United States
Date posted
April 21, 2026
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