Platform Administrator; Salesforce Service Cloud & CCaaS

Role Overview

We are seeking a motivated and detail-oriented CX Dev Ops & Platform Administrator to support and maintain our customer experience technology platforms, with a primary focus on Salesforce Service Cloud and Enterprise CCaaS platform (Zoom, familiarity with Genesys, Amazon Connect is also relevant). This role plays a key part in ensuring our CX systems remain stable, scalable, and aligned with evolving business needs.

This is an ideal opportunity for an early-career professional looking to grow into CX systems development, integration engineering, or platform architecture, while gaining hands‑on experience in Dev Ops, release management, and CX platform operations.

• Administer and support the Salesforce Service Cloud platform, including user setup, role hierarchy, permissions, and access management ensuring SOX control adherence.
• Configure and maintain Service Cloud features such as case management, queues, assignment rules, email‑to‑case, knowledge base, and service console components.
• Assist with creating and maintaining Flows, validation rules, and automation to support service operations.
• Maintain system configuration, documentation, and governance standards.
• Support data management activities including imports, updates, and data quality monitoring.
• Assist with Dev Ops and release management processes across sandbox and production environments.
• Support configuration migrations, deployments, and release validation.
• Participate and lead in testing cycles, including UAT coordination and defect tracking.
• Maintain version control practices and release documentation.
• Help improve CI/CD processes and deployment automation as the platform evolves.
• Monitor platform performance and proactively identify issues affecting service operations.
• Troubleshoot system errors, integration issues, and workflow failures in collaboration with CX developers and IT teams.
• Support system upgrades, new feature releases, and configuration updates.
• Ensure platform changes follow established governance, security, and compliance standards.
• Assist in maintaining CX reporting and dashboards within Salesforce.
• Support data integrity and structured data models that enable insights into the customer journey and service operations.
• Help analyze operational data to identify improvement opportunities within workflows and case management processes.
• Work closely with CX developers and architects to implement enhancements and new platform capabilities.
• Participate in process improvement initiatives that increase agent efficiency and improve customer experience outcomes.
• Assist in evaluating emerging CX tools, automation solutions, and AI‑enabled capabilities that enhance service operations.
• Maintain documentation for system configurations, workflows, and integration points.

• 1–3+ years of experience supporting Salesforce Service Cloud or a comparable CRM platform.
• Experience with Salesforce configuration tools including Flows, case management configuration, and basic automation.
• Basic understanding of Dev Ops concepts including environment management, testing processes, and deployment practices.
• Strong attention to detail and ability to manage system configuration accurately.
• Strong analytical and troubleshooting skills.
• Ability to work cross‑functionally with technical and business teams.

• Salesforce Administrator Certification (or actively pursuing certification).
• Exposure to customer service platforms or Contact Center / CCaaS technologies.
• Basic understanding of APIs, integrations, or middleware platforms.
• Familiarity with reporting tools and data visualization within Salesforce.
• Experience working in customer support, CX operations, or service technology environments.

• Attention to Detail:
  Ensures accuracy in configurations, workflows, and data structures.
• Technical Curiosity:
  Demonstrates a strong desire to learn and expand technical capabilities.
• Problem Solving:
  Investigates system issues methodically and develops practical solutions.
• Collaboration:
  
  Works effectively with developers, operations teams, and business stakeholders.
• Growth Mindset:
  Eager to expand skills…