- Company Name
- Boeing
- Job Title
- Senior Salesforce Administrator
- Job Description
-
**Job Title**
Senior Salesforce Administrator
**Role Summary**
Lead the administration and continuous enhancement of the Salesforce Service Cloud platform, ensuring optimal configuration, security, data integrity, and integration across enterprise systems. Drive AI‑powered automation and omnichannel support solutions to improve agent productivity and customer satisfaction.
**Expectations**
- Own daily Salesforce Service Cloud administration for high‑volume support operations.
- Translate business requirements into secure, maintainable solutions in partnership with Product, Data, and Engineering teams.
- Measure and report on operational KPIs to guide performance improvements.
**Key Responsibilities**
- Configure and maintain Service Cloud components: cases, entitlements, knowledge, routing, and automation (Flows, Process Builder, Apex).
- Manage security model: permission sets, sharing rules, named credentials, connected apps, and compliance controls (SoD, SOX).
- Oversee integration with Order Management, MuleSoft/Informatica, Data Cloud, and Experience Cloud; maintain APIs and data pipelines.
- Implement and support AI‑driven agents (Agentforce, Einstein, Next Best Action) for routing, classification, and assistance.
- Deploy and maintain omnichannel channels: email, web forms, chatbots, Live Agent, and Voice (Amazon Connect).
- Govern automation lifecycle: inventory, risk assessment, remediation, and cross‑team coordination.
- Enable self‑service by configuring Knowledge base and Experience Cloud features.
- Ensure data accuracy and governance: validation rules, structured imports, and data stewardship.
- Troubleshoot advanced user and integration issues; document runbooks and collaborate on resolutions.
- Deliver user training, create release notes, and maintain documentation.
**Required Skills**
- 8+ years of enterprise Salesforce administration, with deep Service Cloud expertise.
- Salesforce Administrator certification (required).
- Hands‑on experience with Flow (record‑triggered/auto‑launched), Process Builder, and migration; Apex familiarity a plus.
- Proven ability to design and maintain data models, sharing, permission sets, SSO, and security controls.
- Strong integration knowledge: named credentials, connected apps, middleware (MuleSoft or Informatica).
- Experience with AI/automation tools (Agentforce, Einstein, Next Best Action).
- Competency in analytics: dashboards, reports, and KPI measurement for support operations.
- Excellent cross‑functional communication and stakeholder management.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Systems, or related field.
- Salesforce Administrator Certification (mandatory).
- Preferred additional certifications: Platform App Builder, Platform Developer I, Service Cloud Consultant.