Platform Administrator (Salesforce Service Cloud & CCaaS)

About the role

We are seeking a motivated and detail-oriented CX DevOps & Platform Administrator to support and maintain our customer experience technology platforms, with a primary focus on Salesforce Service Cloud and Enterprise CCaaS platform (Zoom, familiarity with Genesys, Amazon Connect is also relevant).

This role plays a key part in ensuring our CX systems remain stable, scalable, and aligned with evolving business needs. This is an ideal opportunity for an early-career professional looking to grow into CX systems development, integration engineering, or platform architecture, while gaining hands-on experience in DevOps, release management, and CX platform operations.

Responsibilities

• Administer and support the Salesforce Service Cloud platform, including user setup, role hierarchy, permissions, and access management ensuring SOX control adherence.
• Configure and maintain Service Cloud features such as case management, queues, assignment rules, email-to-case, knowledge base, and service console components.
• Aid in creating and maintaining Flows, validation rules, and automation to support service operations.
• Maintain system configuration, documentation, and governance standards.
• Support data management activities including imports, updates, and data quality monitoring.
• Assist with DevOps and release management processes across sandbox and production environments.
• Support configuration migrations, deployments, and release validation.
• Participate and lead in testing cycles, including user acceptance testing (UAT) coordination and defect tracking.
• Help improve CI/CD processes and deployment automation as the platform evolves.
• Monitor platform performance and proactively identify issues affecting service operations.
• Troubleshoot system errors, integration issues, and workflow failures in collaboration with CX developers and IT teams.
• Support system upgrades, new feature releases, and configuration updates.
• Ensure platform changes follow established governance, security, and compliance standards.
• Assist in maintaining CX reporting and dashboards within Salesforce.
• Support data integrity and structured data models that enable insights into the customer journey and service operations.
• Analyze operational data to identify improvement opportunities within workflows and case management processes.
• Collaborate with CX developers and architects to implement enhancements and new platform capabilities.
• Participate in process improvement initiatives that increase agent efficiency and improve customer experience outcomes.
• Assist in evaluating emerging CX tools, automation solutions, and AI-enabled capabilities that enhance service operations.
• Maintain documentation for system configurations, workflows, and integration points.

Requirements

• 1–3+ years of experience supporting Salesforce Service Cloud or a comparable CRM platform.
• Experience with Salesforce configuration tools including Flows, case management configuration, and basic automation.
• Basic understanding of DevOps concepts including environment management, testing processes, and deployment practices.
• Strong attention to detail and ability to manage system configuration accurately.
• Strong analytical and troubleshooting skills.
• Ability to work cross-functionally with technical and business teams.

Preferred Qualifications

• Salesforce Administrator Certification (or actively pursuing certification).
• Exposure to customer service platforms or Contact Center / CCaaS technologies.
• Familiarity with reporting tools and data visualization within Salesforce.
• Experience working in customer support, CX operations, or service technology environments.