Salesforce Administrator II

About the Role

Commerce, a leading AI‑driven commerce ecosystem, is seeking a Salesforce Administrator II to join our Go To Market (GTM) Business Applications team. The role focuses on maintaining and enhancing the Salesforce platform that supports our Sales, Customer Success, and Support teams.

• Administer and configure Commerce’s Salesforce org, including user management, profiles, permission sets, roles, and data security.
• Own Service Cloud configuration—case management, queues, assignment and escalation rules, entitlements, SLA milestones, macros, and quick text—to support our customer‑facing teams.
• Build and maintain declarative components such as flows, validation rules, custom objects, fields, and page layouts.
• Support and configure CTI and telephony integrations, ensuring reliable call routing and screen pop functionality.
• Collaborate with the support org to configure and optimize Knowledge and help center portals.
• Triage and resolve user‑reported Salesforce support requests as a first responder.
• Maintain data quality through deduplication, validation rules, and routine hygiene processes.
• Collaborate with developers and architects on projects that require custom solutions, providing clear requirements and admin‑side configuration work.
• Document configurations and processes to support audit readiness and team knowledge sharing.

• 3+ years of hands‑on Salesforce administration experience in a production org.
• Salesforce Certified Administrator required;
  Service Cloud Consultant certification strongly preferred or actively in progress.
• Deep familiarity with Service Cloud case management, SLA entitlements, routing rules, and support queues.
• Strong working knowledge of Flow Builder, including limits and best practices.
• Experience working alongside a support or customer success organization.
• Experience with enterprise customer support platforms beyond Salesforce Service Cloud (e.g., Zendesk, Freshdesk, Service Now CSM).
• Familiarity with CTI platforms (Five9, Genesys, or similar) and their integration with Salesforce Service Cloud.
• Solid understanding of the Salesforce data model, sharing model, and security.
• Strong analytical and troubleshooting skills.
• Clear communicator who can translate ambiguous business requests into well‑scoped Salesforce configurations.
• Organized and detail‑oriented, with strong change‑management discipline.

• Salesforce Service Cloud Consultant or Field Service certifications.
• Experience configuring Salesforce Knowledge for a support org.
• Familiarity with Omni‑Channel routing, skills‑based routing, and agent capacity management.
• Experience with Messaging for In‑App and Web or other messaging channels in Service Cloud.
• Exposure to Marketo‑Salesforce sync.
• Familiarity with change set or SFDX‑based deployment processes.
• Experience supporting a SaaS or e‑commerce company.

This is a hybrid role based in the Austin, TX metro area. The position follows a hybrid work model with three days per week in the office, balancing focused individual work with meaningful in‑person collaboration.

Pay Transparency Range: $76,000.00 – $. Final compensation will be determined based on experience, skills, qualifications, and geographic location. Variable compensation, equity, and benefits may also be included.

Commerce is an equal opportunity employer. We celebrate diverse perspectives and strive to create an inclusive and accessible hiring experience for all candidates. If you require accommodations or adjustments during the recruitment process, please let us know.

We are committed to equitable and transparent pay practices and to providing a safe, inclusive, and respectful workplace.