Job Description
Job Title: Salesforce Administrator – Service Cloud (Customer Support)
Location: San Jose, CA or Austin, TX
Work Mode: Onsite (5 days) / Hybrid (4 days)
Employment Type: Contract
Interview Process: 2 Rounds (Offshore + Client)
Position Overview
- We are seeking a Salesforce Administrator – Service Cloud to support and enhance our global customer support platform. The role will be responsible for the day-to-day administration, configuration, reporting, and continuous improvement of Salesforce Service Cloud to support customer service operations and improve agent productivity and customer experience.Key Responsibilities
- Configure and maintain Salesforce Service Cloud (workflows, layouts, automation, custom fields, integrations)
- Support and optimize agent workflows and customer support processes
- Maintain data integrity, platform security, and compliance standards
- Lead Salesforce projects such as integrations, upgrades, and enhancements
- Develop and maintain reports, dashboards, and analytics
- Collaborate with business stakeholders to gather requirements and deliver solutions
- Maintain system documentation and support knowledge management
- Support integrations with external systems such as telephony/CTI (e.g., Amazon Connect)
- Monitor platform performance and recommend continuous improvements
- Stay current with Salesforce releases and new capabilities
- Required Qualifications
- 2–5 years of experience as a Salesforce Administrator in a customer support or service environment
- Hands-on experience with Salesforce Service Cloud
- Experience supporting agent workflows and service operations
- Salesforce Certified Administrator (Required)
- Preferred Qualifications
- Salesforce Certified Advanced Administrator (Admin II)
- Salesforce Service Cloud Consultant or other Salesforce certifications
- Nice to Have
- Experience integrating Amazon Connect with Salesforce (CTI, call routing, screen pop, call logging)
- Experience working in Agile or sprint-based environments
- Knowledge of AI/automation tools for customer support
Education
- Bachelor’s degree in Information Systems, Computer Science, Business, or equivalent experience.Skills
- Strong communication and stakeholder management
- Excellent documentation and training abilities
- Strong problem-solving and analytical skills
- Ability to manage production support along with enhancement initiatives
How to Apply
Please share your updated resume along with your contact details and availability.
Contact:
Ashish Pandey
MM International LLC
Email: [email protected]
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