Platform Administrator (Salesforce Service Cloud & CCaaS)

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 .

You will work closely with CX engineers, system developers, and business stakeholders to support platform operations, assist with releases, and help implement improvements that enhance the customer and agent experience.

- 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 .

- Assist with 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.

- Maintain version control practices and release documentation.

- 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 .

- Help analyze operational data to identify improvement opportunities within workflows and case management processes.

- Work closely 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.

- 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.

- Ability to work cross-functionally with technical and business teams.

- Salesforce Administrator Certification (or actively pursuing certification).

- Exposure to customer service platforms or Contact Center / CCaaS technologies .

- Basic understanding of APIs, integrations, or middleware platforms .

- Familiarity with reporting tools and data visualization within Salesforce.

- Experience working in customer support, CX operations, or service technology environments .

- Attention to Detail: Ensures accuracy in configurations, workflows, and data structures.

- Technical Curiosity: Demonstrates a strong desire to learn and expand technical capabilities.

- Problem Solving: Investigates system issues methodically and develops practical solutions.

- Collaboration: Works effectively with developers, operations teams, and business stakeholders.

- Growth Mindset: Eager to expand skills in CX technology, automation, and platform engineering.

This role offers a structured development path within CX technology, with opportunities to progress into roles such as:

You will gain exposure to CX system architecture, automation, integrations, AI-driven CX capabilities, and advanced DevOps practices while working alongside experienced CX engineers and platform specialists.