Senior Platform Engineer ( Salesforce Service Cloud Admin)

Requirements

Salesforce Service Cloud Admin – MUST HAVE:

• 4–6 years hands-on administering Salesforce Service Cloud with ≥1 million records and hundreds of active users, including permission set & role hierarchy design, release management, and org health monitoring.

• A deep understanding of the Salesforce CRM platform, including its architecture, limits, and data security models.

• Developers should be proficient in using declarative tools as well as custom code when necessary.

Certifications:

• Salesforce Certified Service Cloud Consultant

• Administrator

• Platform Developer 1

• Platform App Builder

Omni-Channel:

• Can configure Omni-Channel routing, assignment rules, and macros.

• Experience with reports, dashboards, and automations.

• Reporting, automations, and case responsive optimization across channels.

Data Management and SOQL (Must-Have):

• Proficient in SOQL (Salesforce Object Query Language) to query the database efficiently.

• Strong understanding of data modeling, including objects, fields, and relationships, for designing scalable solutions.

• Familiar with data migration and management best practices.

• LWCs experience should match.

Flows and Configuration (Must-Have):

• Expert use of flows, formula fields, validation rules, and assignment rules to meet complex requirements without overengineering.

Service Cloud Voice (Must-Have):

• Experience configuring and managing a Service Cloud Voice call center in Salesforce such as Amazon Connect, Natterbox, Vonage, or RingCentral.

Documentation (Must-Have):

• Creates concise technical documentation, change sets, architecture and data flows, as well as release notes and in-app guidance.

Nice to Have

• Hands-on experience configuring and deploying Experience Cloud sites.

• AI: Hands-on experience building and deploying an Agentforce agent.

• Hands-on experience building and deploying AI Voice.

• Einstein AI Tools: Production-grade experience with Salesforce products including Service Analytics, Service Intelligence, enhanced chat bots, and case classifications.

• DevOps and Agile Methodologies: Familiarity with DevOps practices such as continuous integration and continuous delivery (CI/CD) and Agile methodologies for efficient development and faster releases.

• Experience with deployment tools such as Salesforce DevOps Center, Copado, and Gearset.

Additional Certifications:

• Advanced Administrator

• Salesforce Certified Agentforce Specialist

• Application Architect

• Experience Cloud

Responsibilities

• Maintain a complex Salesforce Service Cloud org with 1M+ records and hundreds of users.

• Lead and support enterprise-level Service Cloud implementations.

• Collaborate with ServiceOps to translate business needs into scalable Salesforce solutions.

• Design and build automation using Flow Builder, SOQL, and Apex.

• Manage and optimize lead workflows, data cleansing, and campaigns.

• Integrate Salesforce with external systems (PoS, Data Lakes, APIs, third-party tools).

• Utilize DevOps tooling (Gearset, Copado, DevOps Center, GitHub) and manage version control.

• Leverage Agentforce and Einstein product suite for advanced sales enablement.

• Monitor system performance, manage data backups, and ensure platform reliability.

• Support multi-channel operations (web, email, inbound).

• Prepare and maintain comprehensive documentation: technical specs, change sets, release notes, in-app guidance, stakeholder communication.

• Collaborate with developers, analysts, and business teams using Agile and DevOps practices (CI/CD pipelines).

We offer: