CX Systems Administrator

📋 Description

• Managing L3 escalations for internal teams within Customer Experience and Operations as they engage with solutions developed on Service Cloud, Amazon Connect & Service Cloud Voice, Assembled, Forethought, Messaging In-App and Web, and Maestro.

• Implementing senior admin-level sprint tasks such as configuration modifications, new automation, and enhancements for CX and Ops platforms.

• Collaborating with business analysts and technical leads to evaluate priorities and make trade-offs.

• Developing and revising system and user documentation.

• Involvement in standups, sprint estimation, and grooming ceremonies.

⛳️ Requirements

• Possession of a Salesforce Certified Platform Administrator certification along with a Platform App Builder, Service Cloud Consultant, or Salesforce Certified Platform Administrator II (or equivalent experience).

• Proven experience managing L3 technical support escalations for internal teams or end users.

• Understanding of CX tools and AI functionalities (e.g., Service Cloud, Amazon Connect, Assembled, Forethought, Maestro, Jira Service Desk).

• Exceptional organizational and time management abilities, with a capacity to handle a substantial number of support requests.

• Outstanding verbal and written communication skills.

• Ability to work asynchronously and independently in a remote environment.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for professional development.