Overview
This contract position seeks a Senior Salesforce Administrator specializing in Service Cloud to enhance a robust Salesforce platform within a dynamic contact centre environment. The successful candidate will work closely with product owners and business stakeholders to drive automation, optimize workflows, and implement practical improvements aimed at elevating customer service operations. The role emphasizes direct involvement in configuration and improvement of the Salesforce ecosystem in a high-volume setting.
Responsibilities
- Own and manage Service Cloud configuration within a busy contact centre environment.
- Design and implement Flow-based automation to streamline processes and reduce manual effort.
- Optimize case management, contact handling workflows, and after-contact activities.
- Configure and refine AI-supported features such as Einstein for Service or Agentforce.
- Support and maintain integrations with CTI platforms and external customer systems.
- Collaborate with product owners and business stakeholders to deliver scalable, user-focused improvements.
Requirements
- Strong experience as a Salesforce Administrator with a focus on Service Cloud.
- Proven ability to build and optimize automation using Salesforce Flows.
- Experience working in contact centre environments with knowledge of CTI and contact handling processes.
- Confidence configuring AI-enabled features such as Einstein for Service or Agentforce.
- Experience supporting integrations between Salesforce and external systems.
- Service Cloud certification or equivalent practical expertise.