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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 Client.
- 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.
Date Posted: 07 April 2025
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