Sensiple - Concord, CA

posted 16 days ago

Full-time - Senior
Concord, CA
Professional, Scientific, and Technical Services

About the position

The Senior Salesforce Admin will serve as the primary system administrator for Sensiple Inc.'s Salesforce environment, managing over 500 users. This role involves optimizing the Salesforce platform through various declarative tools, implementing omnichannel solutions, and managing Salesforce Knowledge. The position requires a strong focus on system audits, data integrity, and continuous improvement of platform functionality to enhance user experience and operational efficiency.

Responsibilities

  • Serve as the primary system administrator for the Salesforce environment with over 500 users.
  • Utilize 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.
  • 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.
  • 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.
  • 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.
  • 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.

Requirements

  • Salesforce Certified Administrator
  • Salesforce Certified Advanced Administrator
  • Salesforce Platform App Builder
  • At least one Salesforce Consultant certification in Sales Cloud or Service Cloud
  • 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
  • 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
  • Expertise in data modeling, data migration, and maintaining data integrity within Salesforce
  • Familiarity with data loading tools and techniques for large data sets

Nice-to-haves

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