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overview
4–6 years hands‑on administering salesforce service cloud with ≥1 million records and hundreds of active users, including permission set & role hierarchy design, release management, and org health monitoring.
key responsibilities
* configure and manage omni‑channel routing, assignment rules, and macros.
* design and maintain reports, dashboards, and automations to improve case responsiveness across channels.
* utilize soql to query data efficiently and implement sound data modeling practices for scalable solutions.
* build and maintain flow, formula fields, validation rules, and assignment rules to meet complex business requirements.
* configure and manage a service cloud voice call center using platforms such as amazon connect, natterbox, vonage, and ringcentral.
* create concise technical documentation, architecture diagrams, data flow diagrams, release notes, and in‑app guidance.
* deploy and manage experience cloud sites.
must‑have skills
* deep understanding of the salesforce crm platform, its architecture, limits, and data security models.
* proficiency in declarative tools and custom code, including experience with lightning web components (lwc).
* strong knowledge of data migration and management best practices.
* experience with devops tools such as salesforce devops center, copado, and gearset.
* familiarity with continuous integration, continuous delivery (ci/cd), and agile methodologies.
nice‑to‑have skills
* hands‑on experience building and deploying agentforce agents.
* experience building and deploying ai voice solutions.
* experience with einstein ai tools (service analytics, service intelligence, enhanced chat bots, case classifications).
certifications
* advanced administrator
* salesforce certified agentforce specialist
* application architect
* experience cloud
* salesforce certified service cloud consultant
* administrator
* platform developer i
* platform app builder
employment information
* seniority level: mid‑senior level
* employment type: full‑time
* job function: engineering and information technology
* industry: it services and it consulting
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