Principal System Administrator ( Salesforce Service Cloud) Full Time NEW

This role is the primary owner of Salesforce Service Cloud for Support , responsible for ensuring the system accurately reflects how complex technical issues are diagnosed and resolved—not forcing workflows that oversimplify the work.

Unlike traditional admin roles focused on ticketing efficiency, this role emphasizes designing systems that support nuanced, non-linear workflows , while maintaining clarity, usability, and data integrity.

This role will partner closely with Support Operations, IT (Salesforce Sales admins ), Product, and Engineering, and will play a key role in implementing AI-enabled capabilities in a thoughtful, controlled way.

This role reports to the Customer Operations leader.

Job Responsibilities

Salesforce Service Cloud Ownership

• Serve as the primary administrator for the Support instance of Salesforce Service Cloud
• Own configuration including:

• • • Case lifecycle and status models

• • Fields, layouts, and page design

• • Routing and assignment logic

• • Automation (Flows, validation rules, etc.)

• • Product Additions (Organic or through M&A)
  • Ensure the system reflects real support workflows , not idealized or overly rigid processes

  System Design & Optimization

  • Continuously refine system structure to improve:

• • • Usability for support engineers

• • Data quality and reporting reliability

• • Alignment to product architecture and issue types
  • Balance simplicity and flexibility—avoiding unnecessary complexity while supporting nuanced workflows

  Integrations & Data Architecture

  • Own integrations between Salesforce and:

• • • Microsoft Fabric (data pipelines)

• • Gainsight (support signals into customer health)

• • Other tools (e.g., Slack, Jira, AI platforms)
  • Partner with IT and data teams to ensure data integrity, reliability, and scalability

  AI & Automation Enablement

  • Lead implementation and configuration of AI-enabled tools (e.g., Forethought, Agentforce), including:

• • • Case intake and triage

• • Knowledge generation

• • Workflow augmentation
  • Ensure AI enhances—not degrades—the quality of complex support interactions
  • Establish guardrails and monitoring for AI-driven workflows

  Collaboration & Governance

  • Partner with:

• • • Support Ops Manager (workflow and process design)
    • Support Ops Analysts (data structure and reporting needs)
    • IT Salesforce team (alignment with broader SFDC governance)

    Establish best practices for change management, release cycles, and system governance

    Job Qualification

    • 6–9 years of experience as a Salesforce Administrator, with deep focus on Service Cloud
    • Proven experience owning a complex support or service environment , not just sales workflows
    • Strong hands-on experience with:
  • • Flows, automation, and case management design