Sr. Salesforce Administrator; Service Cloud HYBRID

About Rotech

Rotech Healthcare Inc. is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound care solutions, diabetic solutions and home medical equipment. We help patients lead a more comfortable and productive life by keeping them engaged in their care and empowering them to manage their health and treatment ech provides high quality medical products, services and outstanding customer care through hundreds of locations across 45 states.

For additional information, visit our company homepage

Job Summary

We are seeking a highly skilled and experienced dedicated Senior Salesforce Administrator to join our team. In this position, you will lead the administration, configuration, and optimization of our Salesforce Service / Sales Cloud platform. This role will serve as a key expert and strategic partner across departments, ensuring Salesforce is leveraged to its fullest potential to support business goals, improve user experience, and drive operational efficiency.

The position pays between $120k/yr.

- $140k/yr. depending on related experience, certifications and state hired in.

Essential Job Duties and Responsibilities

• This can be a Hybrid position out of the Orlando, FL Office, or can be primarily a Remote position, with periodic travel to the Orlando, FL Office for the right candidate
• Opportunity to work in a collaborative, mission-driven environment with cutting-edge technology
• Collaborate with cross-functional teams (Customer Service, Sales, Marketing, IT) to gather requirements and translate them into scalable Salesforce solutions
• Operate effectively in a fast-paced, high-demand Agile environment, adapting to shifting priorities, evolving requirements, and rapid delivery timelines.
• Deep experience with roles, profiles, permission sets, public/private groups, sharing rules, user setup, and data visibility and integrity based on a hierarchical setup, e.g. Locations roll up to Area, which roles up to Region, which roles up to Division, etc.
• Design, implement, and maintain custom objects, page layouts, workflows/flows, validation rules, process builders, and other automation tools
• Evaluate and implement App Exchange solutions and integrations with other enterprise systems
• Experience in developing Salesforce Reports, from basic to complex with multi-object joins, including visibility by appropriate profile, role, etc.
• Experience to setup and configure Knowledgebase for streamlined usage within Salesforce for internal users, as well as on the Experience Cloud Portal for our customers, to allow for Self-Service, including Next Best Action recommendations
• Experience with Call Center CTI Integration with Service Cloud Voice, preferably with Cisco Webex Call Center, or similar call center technology
• Experience with configuring Home Page Dashboards, for different groups/roles, in a hierarchical approach so the supervisors up the chain automatically see their teams KPI's, as well as their Case Queues
• Experience with setting up AI Bots / Agentforce for Case Deflection on our Customer Experience Cloud Portal, and also auto assistance within Salesforce to help internal users
• Heavy emphasis and expertise required for all aspects of Case Management, including but not limited to Case Queues, Case Teams, Case Flows, Skills Routing, Case Routing Rules, Escalation Rules, Entitlements/SLAs, Dynamic Case Layouts based on Case Type/Sub Types, etc.
• Heavy emphasis on Omni-Channel Configuration and Auto Routing based on rules and skills for different support teams, for all communication channels including, Voice, Live Chat, SMS Text, eMail, Survey, Call Campaigns, Social, etc.
• Lead Salesforce release management, including testing, documentation, and user training
• Manage data imports, exports, and data quality initiatives using tools like Data Loader and third-party integrations
• Monitor system performance, conduct regular audits, and ensure platform security and compliance
• Provide mentorship and guidance to junior admins or analysts, and serve as a subject matter expert for Salesforce best practices
• Serve as the primary system administrator for Salesforce Service Cloud, configuring…