Sr. Salesforce Administrator

Position: Senior Salesforce Admin

Location: Concord, CA (Hybrid)

Experience: 10+ Years

Type: Contract/FTE

Must Have Skills: Visualforce, Apex components etc.

Job Description:

Key Responsibilities:

Salesforce Platform Management:

• Serve as the primary system administrator for our Salesforce environment with over 500 users.
• Utilize declarative tools such as Flow Builder, Validation Rules, and Lightning App Builder to customize and optimize the platform.
• Perform system audits, manage data integrity, and oversee system upgrades to maintain platform health.

Omnichannel Implementation and Management:

• Implement and manage Omni-Channel routing to optimize workload distribution across voice, chat, and email-to-case channels.
• Configure and maintain Entitlements and Milestones to ensure adherence to service level agreements.
• Set up and manage Escalation Rules to automate support processes and improve response times.
• Integrate and manage Vonage Contact Center solutions to enhance communication efficiency.

Salesforce Knowledge Management:

• Extensively manage and configure Salesforce Knowledge, including creating, categorizing, and maintaining knowledge base articles.
• Optimize the knowledge base for internal users and customer self-service portals.
• Implement best practices for the knowledge article lifecycle, including drafting, reviewing, publishing, and archiving.

Messaging for Web Implementation:

• Configure and deploy Messaging for Web to provide real-time customer support on web platforms.
• Implement Einstein Bots alongside Messaging for Web to provide automated assistance.

Automation and Productivity Tools:

• Develop and manage Macros, Quick Text, and Email Templates to streamline support operations.
• Automate service processes using Flows for advanced process automation.

Analytics and Reporting:

• Create custom Reports and Dashboards to monitor service performance metrics and key performance indicators (KPIs).
• Utilize Einstein Analytics to gain deeper insights into service operations and customer behavior.

Customer Self-Service Platforms:

• Configure and manage Experience Cloud sites for customer self-service, including knowledge base access and case submission.

Security and Compliance:

• Ensure compliance with industry regulations such as SOX, GDPR, and FINRA.
• Implement data security best practices, including the use of Salesforce Shield features.
• Maintain high standards of data governance and integrity across the platform.

Platform Innovation and Optimization:

• Stay current with the latest Salesforce features and releases to identify opportunities for improvements and automation.
• Lead technical initiatives to enhance platform functionality and user experience.
• Analyze and resolve technical issues promptly to minimize downtime.

Qualifications:

Certifications (Required):

• Salesforce Certified Administrator
• Salesforce Certified Advanced Administrator
• Salesforce Platform App Builder
• At least one Salesforce Consultant certification in Sales Cloud or Service Cloud

Experience:

• Minimum of 5 years of hands-on experience as a Salesforce Administrator in complex environments.
• Extensive experience with Salesforce Knowledge, including configuration and management.
• Proven expertise in implementing and managing Omni-Channel routing in voice, chat, and email-to-case environments.
• Experience with Messaging for Web.
• Familiarity with Vonage Contact Center or similar telephony platforms is highly desirable.
• Familiarity with Flosum or similar Salesforce DevOps tools is a plus.

Technical Skills:

• Proficient in Salesforce declarative development tools:
  • Flow Builder
  • Validation Rules
  • Lightning App Builder
• Strong understanding of Entitlements, Milestones, and Escalation Rules.
• Hands-on experience with Salesforce Einstein tools relevant to service operations:
  • Einstein Next Best Action
  • Einstein Prediction Builder
  • Einstein Opportunity Scoring
  • Einstein Case Classification
• Knowledge of Salesforce security features and best practices, including Salesforce Shield.

Data Management:

• Expertise in data modeling, data migration, and maintaining data integrity within Salesforce.
• Familiarity with data loading tools and techniques for large data sets.

Industry Experience:

• Experience in the financial services industry is highly desirable.
• Understanding of compliance requirements specific to financial institutions.