Salesforce Administrator – Service Cloud; Service Cloud Voice & Amazon Connect

The Salesforce Administrator will specialize in Service Cloud to support and optimize our customer service operations. This role will focus heavily on Service Cloud Voice, Amazon Connect (AWS Connect) integrations and maintaining data integrity and downstream impacts across Salesforce.

The ideal candidate is hands‑on, detail‑oriented, and experienced in supporting contact center operations while ensuring scalable, secure, and data‑driven Salesforce solutions.

• Administer and configure Salesforce Service Cloud, including:
  • Case management
  • Omni‑Channel
  • Queues, routing, and entitlements
  • Knowledge, macros, and console apps
• Customize objects, fields, page layouts, record types, validation rules, and flows to support service workflows.
• Support and enhance Service Console experiences for agents and supervisors.

• Configure and support Service Cloud Voice integrations.
• Administer and maintain Amazon Connect (AWS Connect) integration with Salesforce.
• Troubleshoot call routing, agent states, call recordings, transcripts, and CTI issues.
• Partner with telephony, Dev Ops, or infrastructure teams on Amazon Connect enhancements and deployments.
• Support voice‑related reporting and dashboards for operational leadership.
• Maintain strong awareness of data relationships, dependencies, and downstream impacts across Salesforce.
• Ensure data quality, consistency, and governance within Service Cloud and related objects.
• Support reporting and dashboards for:
  • Contact center performance
  • Case lifecycle metrics
  • Voice and Omni‑Channel KPIs
• Understand and mitigate the impact of configuration changes on:
  • Automations (Flows, Process Automation)
  • Integrations
  • Reports and dashboards
  • User experience

• Maintain strong awareness of data relationships, dependencies, and downstream impacts across Salesforce.
• Ensure data quality, consistency, and governance within Service Cloud and related objects.
• Support reporting and dashboards for:
  • Contact center performance
  • Case lifecycle metrics
  • Voice and Omni‑Channel KPIs
• Understand and mitigate the impact of configuration changes on:
  • Automations (Flows, Process Automation)
  • Integrations
  • Reports and dashboards
  • User experience

• Build and maintain Flows (record‑triggered, screen flows) to streamline service processes.
• Identify opportunities to reduce manual work and improve agent efficiency.
• Support UAT, regression testing, and production releases.

• Act as a trusted partner for:
  • Customer Support leadership
  • Contact center operations
  • Business analysts and product owners
• Gather requirements, propose solutions, and translate business needs into scalable Salesforce configurations.
• Provide Tier 2/3 support for Salesforce Service Cloud issues.

• Possess strong troubleshooting and problem‑solving skills.
• Ability to work effectively with both technical and non‑technical stakeholders.
• Strong attention to detail and data accuracy.
• Clear communicator with a customer‑first mindset.
• Comfortable managing multiple priorities in a fast‑paced support environment.
• Proactive and solution oriented.

• 3+ years of Salesforce Administrator experience with a strong focus on Service Cloud.
• Hands‑on experience supporting or administering Service Cloud Voice.
• Experience integrating or supporting Amazon Connect (AWS Connect) with Salesforce.
• Strong understanding of the Salesforce data model, object relationships, data dependencies, and the impact of configuration changes on reporting, automation, and integrations.
• Experience with Salesforce automation tools (Flows, validation rules).
• Hands on experience with building Bots for Service capabilities.
• Salesforce Administrator Certification (ADM‑201) preferred.
• Experience in a contact center or customer support environment is a plus.
• Familiarity with Salesforce Omni‑Channel Supervisor, CTI troubleshooting, Voice analytics or call transcription data.
• Understanding of AWS concepts related to Amazon Connect.
• Experience working in Agile or Scrum environments.

• A comprehensive benefits package that includes health, dental, and flexible spending…