About this role
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
- Maintain audit trails, control documentation, and platform administration records.
• Participate in risk assessments, access reviews, and configuration control reviews.
Monitoring & Operational Support
• Monitor platform usage, license consumption, configuration health, and adoption metrics.
• Troubleshoot administrative, access, permission, and configuration issues.
• Manage queues, routing rules, permission sets, and declarative automation settings.
• Coordinate with Platform Engineers on technical escalations and integration-related issues.
• Maintain operational runbooks, knowledge articles, and administrative support documentation.
AI COE Enablement & Cross-Functional Collaboration
• Support AI governance activities, release planning, and deployment readiness reviews.
• Assist with AI pilot execution and customer rollout programs.
• Contribute to AI operational standards, documentation, and training materials.
• Partner with Customer Success, Product, Security, and TechOps teams to support approved AI use cases.
Qualifications
Required Experience
• 3+ years of Salesforce administration experience.
• Salesforce Administrator Certification.
• Experience managing Salesforce security models, profiles, permission sets, sharing rules, and user lifecycle processes.
• Experience supporting enterprise Salesforce deployments and release management activities.
• Familiarity with Salesforce Flows, declarative automation, and change sets or equivalent deployment processes.
• Strong documentation, governance, troubleshooting, and operational support skills.
Preferred Experience
• Salesforce Advanced Administrator Certification.
• Salesforce AI Associate Certification or equivalent AI platform exposure.
• Experience with Salesforce AgentForce, Data Cloud, Einstein, or related AI capabilities.
• Experience in SaaS, Customer Success, Support, Services, or Operations organizations.
• Knowledge of governance, compliance, and platform control frameworks.
• Experience working with offshore or global teams.
Success Measures
• Standardized administration and governance processes established for AgentForce.
• Secure and compliant AI platform operations maintained.
• Repeatable administrative procedures enabling faster AI capability deployment.
• High quality access management, documentation, release readiness, and operational support.
• Successful rollout support for Customer Success AI initiatives, including customer-facing agents, knowledge solutions, and Proactively identify risks, bottlenecks, and performance opportunities.
• Participate in incident response and root cause analysis activities when required.
AI Enablement & Innovation
• Support implementation of strategic AI use cases including AI Case Summaries, customer-facing AI agents, knowledge
management solutions, Customer 360 initiatives, and workflow automation solutions.
• Work closely with Customer Success and AI COE leadership to move approved use cases into production.
• Recommend improvements to platform architecture, deployment processes, monitoring, and automation capabilities.
Cross-Functional Collaboration
• Partner with Customer Success, Support, Services, Product, Security, and TechOps teams.
• Participate in governance reviews, architecture discussions, and implementation planning.
• Translate business requirements into scalable technical solutions.
• Provide technical guidance and support during pilot and production deployments.
• Contribute to platform documentation, knowledge sharing, and operational best practices.
Qualifications
Required Experience
• 3-5+ years of experience in Salesforce platform engineering, architecture, or technical administration.
• Experience deploying and supporting enterprise SaaS platforms.
• Experience working with APIs, integrations, authentication, and system connectivity.
• Experience supporting release management and environment promotion processes.
• Strong troubleshooting and problem-solving skills.
Preferred Experience
• Salesforce Platform certifications.
• Experience with AgentForce, Data Cloud, Copilot, Einstein AI, or related AI technologies.
• Experience with enterprise monitoring and observability platforms.
• Exposure to knowledge management, conversational AI, or customer-service technologies.
• Experience supporting scalable deployment frameworks and automation solutions.
Success Measures
• AI platform availability and reliability.
• Deployment success rate and deployment speed.
• Time required to move approved AI solutions into production.
• Reduction in deployment-related incidents and support escalations.
• Adoption and operational readiness of AI solutions.
• Quality of technical documentation and deployment standards.
• Contribution to strategic AI outcomes, including case deflection, case summary automation, and platform scalabilit
automation capabilities.
• Clear administrative ownership of Salesforce AI operations and platform governance.
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