Salesforce Administrator – Service Cloud

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Develop and implement strategies to optimize and automate customer support workflows

• Decrease case backlog while enhancing resolution times

• Work collaboratively with engineering, product, and customer support teams

• Deploy and refine Salesforce Service Cloud solutions

• Oversee the design and management of intricate screen flows and Omni-Channel setups

• Enhance operational efficiency, scalability, and responsiveness within the support department

• Deliver support and actionable insights to internal teams

• Facilitate data-driven decisions, boost customer satisfaction, and promote continuous improvement

⛳️ Requirements

• Minimum of 3 years of practical experience as a Salesforce Administrator

• Strong emphasis on Salesforce Service Cloud

• Proficiency in case management

• Experience in reducing workload and managing support case backlog

• Capability to create complex screen flows

• Demonstrated history of automating workflows to enhance efficiency

• Strong problem-solving abilities

• Knowledge of Salesforce Omni-Channel, OmniStudio, and AWS Connect telephony integration is a plus

• Familiarity with Agentforce is advantageous

• Candidates must be located within Latin America

🏝️ Benefits

• Equity for all employees

• Competitive base salary aligned with role and experience

• Certain roles may also qualify for bonuses or commissions

• Comprehensive benefits available; full list at engine.com/culture

• Hybrid-hub model offering either office-based or fully remote work options

• Work environment and perks may differ based on employment type and location