Senior Salesforce Service Cloud Administrator

The role at a glance

You’ll own the Service Cloud backbone: design, configure, and evolve Omni-Channel routing and contact center flows; stitch in CTI/IVR; and deliver Einstein and Agentforce solutions that cut handle time and boost CSAT. This is a hands-on admin role in a high-scale org (million-plus records, hundreds of users) with real impact on response speed and agent productivity.

What you bring

• Track record running large/complex Salesforce orgs (1M+ records, 100s of users).
• Strong declarative admin skills and architectural awareness (security/limits/governance).
• Omni-Channel mastery: routing models, presence, skills/assignment, macros.
• Contact center integrations: telephony/CTI, IVR flows, reporting, automated actions.
• Digital service channels: Live Chat, Email-to-Case, Knowledge ↔ Cases.
• Reporting & automation: reports/dashboards, Flows, formula fields, validation rules.
• Einstein for Service: Service Analytics, Service Intelligence, bots, case classification.
• Agentforce: prompt design, RAG patterns, Agent Studio/Builder proficiency.
• Data stewardship: scalable data models, SOQL for analysis and troubleshooting.
• Comfort with DevOps/CI/CD practices and Agile delivery.
• Strong English; great comms with admins, product owners, and business stakeholders.

What you’ll do

• Design, configure, and maintain Omni-Channel and core Service Cloud features.
• Integrate and support CTI/IVR, Email-to-Case, Live Chat/Messaging, and Knowledge.
• Build automations that lift SLA adherence and first-response/resolution rates.
• Deliver Einstein/Agentforce solutions (bots, case triage/classification, analytics).
• Own data modeling, SOQL queries, and actionable reporting frameworks.
• Drive release hygiene: documentation, change control, and org health monitoring.
• Partner with product owners, admins, and BAs on roadmaps and process improvements.
• Track new Salesforce + AI capabilities and translate them into service wins.

What’s on offer

• Remote-first setup (B2B).
• Schedule aligned with US Central for late-EU coverage.
• Long-term work with cutting-edge Einstein/Agentforce initiatives.
• Supportive international team, certification support, and growth opportunities.

Ready to modernize Service Cloud with real AI + contact center depth?
Send your CV let’s talk.