Senior Salesforce Admin

1 week ago

Concord, United States NexGen Tech Solutions Full time

Position: Senior Salesforce Admin

Location: Concord, CA (Hybrid)

Experience: 10+ Years

Type: Contract/FTE

Must Have Skills: Visualforce, Apex components etc.

Need Locals Only

Job Description:

Key Responsibilities:

Salesforce Platform Management:

  • Serve as the primary system administrator for our Salesforce environment with over 500 users.
  • Utilize declarative tools such as Flow Builder, Validation Rules, and Lightning App Builder to customize and optimize the platform.
  • Perform system audits, manage data integrity, and oversee system upgrades to maintain platform health.

Omnichannel Implementation and Management:

  • Implement and manage Omni-Channel routing to optimize workload distribution across voice, chat, and email-to-case channels.
  • Configure and maintain Entitlements and Milestones to ensure adherence to service level agreements.
  • Set up and manage Escalation Rules to automate support processes and improve response times.
  • Integrate and manage Vonage Contact Center solutions to enhance communication efficiency.

Salesforce Knowledge Management:

  • Extensively manage and configure Salesforce Knowledge, including creating, categorizing, and maintaining knowledge base articles.
  • Optimize the knowledge base for internal users and customer self-service portals.
  • Implement best practices for the knowledge article lifecycle, including drafting, reviewing, publishing, and archiving.

Messaging for Web Implementation:

  • Configure and deploy Messaging for Web to provide real-time customer support on web platforms.
  • Implement Einstein Bots alongside Messaging for Web to provide automated assistance.

Automation and Productivity Tools:

  • Develop and manage Macros, Quick Text, and Email Templates to streamline support operations.
  • Automate service processes using Flows for advanced process automation.

Analytics and Reporting:

  • Create custom Reports and Dashboards to monitor service performance metrics and key performance indicators (KPIs).
  • Utilize Einstein Analytics to gain deeper insights into service operations and customer behavior.

Customer Self-Service Platforms:

  • Configure and manage Experience Cloud sites for customer self-service, including knowledge base access and case submission.

Security and Compliance:

  • Ensure compliance with industry regulations such as SOX, GDPR, and FINRA.
  • Implement data security best practices, including the use of Salesforce Shield features.
  • Maintain high standards of data governance and integrity across the platform.

Platform Innovation and Optimization:

  • Stay current with the latest Salesforce features and releases to identify opportunities for improvements and automation.
  • Lead technical initiatives to enhance platform functionality and user experience.
  • Analyze and resolve technical issues promptly to minimize downtime.

Qualifications:

Certifications (Required):

  • Salesforce Certified Administrator
  • Salesforce Certified Advanced Administrator
  • Salesforce Platform App Builder
  • At least one Salesforce Consultant certification in Sales Cloud or Service Cloud

Experience:

  • Minimum of 5 years of hands-on experience as a Salesforce Administrator in complex environments.
  • Extensive experience with Salesforce Knowledge, including configuration and management.
  • Proven expertise in implementing and managing Omni-Channel routing in voice, chat, and email-to-case environments.
  • Experience with Messaging for Web.
  • Familiarity with Vonage Contact Center or similar telephony platforms is highly desirable.
  • Familiarity with Flosum or similar Salesforce DevOps tools is a plus.

Technical Skills:

  • Proficient in Salesforce declarative development tools:
  • Flow Builder
  • Validation Rules
  • Lightning App Builder
  • Strong understanding of Entitlements, Milestones, and Escalation Rules.
  • Hands-on experience with Salesforce Einstein tools relevant to service operations:
  • Einstein Next Best Action
  • Einstein Prediction Builder
  • Einstein Opportunity Scoring
  • Einstein Case Classification
  • Knowledge of Salesforce security features and best practices, including Salesforce Shield.

Data Management:

  • Expertise in data modeling, data migration, and maintaining data integrity within Salesforce.
  • Familiarity with data loading tools and techniques for large data sets.

Industry Experience:

  • Experience in the financial services industry is highly desirable.
  • Understanding of compliance requirements specific to financial institutions.

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