Senior Salesforce Administrator (Service Cloud) – Orlando Area (Hybrid)

About the Role:
We are seeking a highly skilled Senior Salesforce Administrator to lead the administration, configuration, and optimization of our Salesforce Service and Sales Cloud platforms. This role will partner with cross-functional teams to enhance operational efficiency, improve user experience, and support business goals.

Responsibilities:

• Administer and optimize Salesforce Service/Sales Cloud platforms, including user setup, roles, profiles, permission sets, and data integrity
• Design, implement, and maintain workflows, automation tools, custom objects, validation rules, and process builders
• Configure Case Management, Omni-Channel routing, AI Bots, Knowledgebase, dashboards, and CTI integrations
• Collaborate with cross-functional teams to gather requirements and implement scalable solutions
• Lead Salesforce release management, testing, documentation, and user training
• Mentor junior admins and serve as a Salesforce subject matter expert
• Manage data imports, exports, and data quality initiatives
• Stay current on Salesforce updates and recommend enhancements

Qualifications:

• 5+ years of Salesforce Service Cloud administration experience with multi-site customer support/call centers
• Multiple Salesforce certifications (Administrator, Advanced Admin, Platform App Builder preferred)
• Expertise in Case Management, Omni-Channel, Lightning, and Flow Builder
• Strong understanding of Salesforce security, sharing rules, and data architecture
• Excellent problem-solving, communication, and project management skills
• Advanced degree or equivalent experience in Computer Science, Information Systems, or related field

Preferred Qualifications:

• Healthcare industry experience
• Experience with Service Cloud third-party integrations (e.g., Service Cloud Voice, Cisco Webex Call Center, SMS/Email)
• Familiarity with Agile methodologies and tools like Jira or Monday.com

Work Environment & Physical Requirements:

• Hybrid work with occasional travel to the Orlando, FL office (up to 10%)
• Ability to sit, stand, walk, and lift up to 25 lbs occasionally
• Use of computers, tablets, office equipment

Benefits:

• Generous PTO and paid holidays
• Medical, Dental, Vision, Life Insurance, Disability, and EAP programs
• 401(k) with company match
• Employee recognition programs, bonuses, and incentive opportunities
• Additional benefits including car reimbursement, phone reimbursement, mental health programs, and wellness programs

Additional Information:

• Employment contingent on background check, drug screen (if applicable), and valid driver’s license (if applicable)
• Reasonable accommodations may be made for individuals with disabilities

Job Type: Full-time

Pay: $120,000.00 - $180,000.00 per year

Application Question(s):

• Do you have experience with Case Management, Omni-Channel, Lightning, and Flow Builder in Salesforce?

Experience:

• hands-on Salesforce Service Cloud administration: 5 years (Required)

License/Certification:

• Certified Salesforce Administrator (Required)

Work Location: In person