Salesforce Service Cloud Administrator

Accountabilities: Salesforce Platform Administration: Manage the day-to-day administration of Salesforce Service Cloud, ensuring system stability, usability, performance, and operational efficiency. Configuration and Enhancements: Configure and maintain custom objects, fields, page layouts, validation rules, Salesforce Flows, and other platform features to support evolving business needs. User Access Management: Assist with user onboarding, account setup, permissions, profiles, and role-based access controls to maintain appropriate and secure platform access. User Support and Troubleshooting: Provide frontline assistance to Salesforce users, investigate technical issues, respond to support requests, and implement solutions that minimize operational disruptions. Business Requirements Gathering: Collaborate with operations and support teams to understand business needs, document requirements, and translate them into practical Salesforce configurations and enhancements. AI and Intelligent Automation: Support the configuration, testing, and monitoring of Salesforce AI capabilities, including Agentforce agents and intelligent service automation workflows. Integration Support: Collaborate with technical teams to define, test, monitor, and troubleshoot MuleSoft integrations connecting Salesforce Service Cloud with Jira, Workday, and other business applications. Integration Monitoring: Assist with API connectivity, authentication, data mapping, connector configuration, and flow monitoring to maintain reliable data exchange and synchronized workflows across platforms. Data Quality and Governance: Monitor data integrity, perform data cleanup, and support governance practices that maintain accurate, consistent, and reliable Salesforce records. Testing and Deployment: Participate in testing, validation, and deployment activities for platform updates, new features, automation changes, and system improvements. Reporting and Documentation: Maintain reports, dashboards, configuration records, process documentation, and user guides to support transparency, knowledge sharing, and efficient platform management. Sales Cloud Alignment: Maintain a working understanding of Sales Cloud processes and data structures to support consistency across the broader Salesforce ecosystem. Telephony and Service Operations: Support awareness of AWS telephony workflows for inbound and outbound contact handling and their interaction with customer service processes. Requirements Professional Experience: At least 3 years of experience working with Salesforce administration, configuration, support, or platform enhancement. Salesforce Certification: Salesforce Administrator certification (ADM 201) is preferred. Service Cloud Expertise: Practical experience supporting Salesforce Service Cloud environments and understanding their role in customer service operations. Salesforce Configuration: Familiarity with configuring custom objects, fields, page layouts, validation rules, reports, dashboards, and user access settings. Automation Skills: Working knowledge of Salesforce Flow or similar automation tools is preferred. Salesforce AI Knowledge: Exposure to Salesforce AI capabilities, such as Agentforce or Einstein AI, and an interest in implementing intelligent automation solutions. MuleSoft and Integration Knowledge: Familiarity with MuleSoft integration capabilities, connectors, APIs, authentication methods, data mapping, and flow monitoring, particularly for integrations between Salesforce, Jira, Workday, and related enterprise platforms. Sales Cloud Awareness: Basic understanding of Sales Cloud concepts, standard objects, and data structures to help maintain alignment across Salesforce applications. Telephony Experience: Knowledge of AWS telephony platforms and inbound and outbound contact-handling workflows is an advantage. Technical and Analytical Skills: Strong analytical thinking, troubleshooting, and problem-solving abilities, with the capacity to investigate issues and identify effective solutions. Business Process Understanding: Ability to translate operational requirements into practical technical configurations and communicate system capabilities to non-technical stakeholders. Communication and Collaboration: Strong written and verbal communication skills, with the ability to work effectively with technical teams, business users, and stakeholders across different functions. Documentation and Organization: Excellent attention to detail, documentation practices, and organizational skills to manage multiple requests and maintain reliable system records. Adaptability: Ability to work independently and collaboratively in a fast-paced, globally distributed environment. Language Proficiency: Professional fluency in English, both written and spoken. Benefits Remote-First Flexibility: Work remotely from India with flexibility to organize your schedule around professional responsibilities and personal commitments. Competitive Leave Package: Access to a competitive leave policy, including paid bonding leave for eligible family-related milestones. Paid Volunteering Leave: Receive two paid charitable days off each year to support causes that matter to you. Annual Incentives: Eligibility for an annual corporate bonus scheme or applicable sales incentive plan. Global Collaboration: Work with colleagues across countries and cultures, expanding your international network and professional perspective. People-Centered Culture: Join a collaborative environment that values mutual respect, recognizes contributions, and encourages employees to share ideas with leadership. Learning and Development: Access two learning platforms to build technical expertise, develop new skills, and support continuous professional growth. Career Development: Gain practical experience with Salesforce Service Cloud, enterprise integrations, AI-powered automation, and global business operations. Inclusive Workplace: Work in an environment committed to equal employment opportunities and professional respect.