Mindlance
Key Responsibilities:
Salesforce Platform Management:
Serve as the primary system administrator for our Salesforce environment with over 500 users. Utilize declarative tools such as
Flow Builder ,
Validation Rules , and
Lightning App Builder
to customize and optimize the platform. Perform system audits, manage data integrity, and oversee system upgrades to maintain platform health.
Omnichannel Implementation and Management:
Implement and manage
Omni-Channel routing
to optimize workload distribution across voice, chat, and email-to-case channels. Configure and maintain
Entitlements
and
Milestones
to ensure adherence to service level agreements. Set up and manage
Escalation Rules
to automate support processes and improve response times. Integrate and manage
Vonage Contact Center
solutions to enhance communication efficiency.
Salesforce Knowledge Management:
Extensively manage and configure
Salesforce Knowledge , including creating, categorizing, and maintaining knowledge base articles. Optimize the knowledge base for internal users and customer self-service portals. Implement best practices for the knowledge article lifecycle, including drafting, reviewing, publishing, and archiving.
Messaging for Web Implementation:
Configure and deploy
Messaging for Web
to provide real-time customer support on web platforms. Implement
Einstein Bots
alongside Messaging for Web to provide automated assistance.
Automation and Productivity Tools:
Develop and manage
Macros ,
Quick Text , and
Email Templates
to streamline support operations. Automate service processes using
Flows
for advanced process automation.
Analytics and Reporting:
Create custom
Reports
and
Dashboards
to monitor service performance metrics and key performance indicators (KPIs). Utilize
Einstein Analytics
to gain deeper insights into service operations and customer behavior.
Customer Self-Service Platforms:
Configure and manage
Experience Cloud
sites for customer self-service, including knowledge base access and case submission.
Security and Compliance:
Ensure compliance with industry regulations such as
SOX ,
GDPR , and
Client . Implement data security best practices, including the use of
Salesforce Shield
features. Maintain high standards of data governance and integrity across the platform.
Platform Innovation and Optimization:
Stay current with the latest Salesforce features and releases to identify opportunities for improvements and automation. Lead technical initiatives to enhance platform functionality and user experience. Analyze and resolve technical issues promptly to minimize downtime.
Qualifications:
Certifications (Required):
Salesforce Certified Administrator Salesforce Certified Advanced Administrator Salesforce Platform App Builder At least one
Salesforce Consultant
certification in
Sales Cloud
or
Service Cloud
Experience:
Minimum of
5 years
of hands-on experience as a Salesforce Administrator in complex environments. Extensive experience with
Salesforce Knowledge , including configuration and management. Proven expertise in implementing and managing
Omni-Channel routing
in voice, chat, and email-to-case environments. Experience with
Messaging for Web . Familiarity with
Vonage Contact Center
or similar telephony platforms is highly desirable. Familiarity with
Flosum
or similar Salesforce DevOps tools is a plus.
Technical Skills:
Proficient in Salesforce declarative development tools:
Flow Builder Validation Rules Lightning App Builder
Strong understanding of
Entitlements ,
Milestones , and
Escalation Rules . Hands-on experience with
Salesforce Einstein
tools relevant to service operations:
Einstein Next Best Action Einstein Prediction Builder Einstein Opportunity Scoring Einstein Case Classification
Knowledge of Salesforce security features and best practices, including
Salesforce Shield .
Data Management:
Expertise in data modeling, data migration, and maintaining data integrity within Salesforce. Familiarity with data loading tools and techniques for large data sets.
Industry Experience:
Experience in the financial services industry is highly desirable. Understanding of compliance requirements specific to financial institutions.
Serve as the primary system administrator for our Salesforce environment with over 500 users. Utilize declarative tools such as
Flow Builder ,
Validation Rules , and
Lightning App Builder
to customize and optimize the platform. Perform system audits, manage data integrity, and oversee system upgrades to maintain platform health.
Omnichannel Implementation and Management:
Implement and manage
Omni-Channel routing
to optimize workload distribution across voice, chat, and email-to-case channels. Configure and maintain
Entitlements
and
Milestones
to ensure adherence to service level agreements. Set up and manage
Escalation Rules
to automate support processes and improve response times. Integrate and manage
Vonage Contact Center
solutions to enhance communication efficiency.
Salesforce Knowledge Management:
Extensively manage and configure
Salesforce Knowledge , including creating, categorizing, and maintaining knowledge base articles. Optimize the knowledge base for internal users and customer self-service portals. Implement best practices for the knowledge article lifecycle, including drafting, reviewing, publishing, and archiving.
Messaging for Web Implementation:
Configure and deploy
Messaging for Web
to provide real-time customer support on web platforms. Implement
Einstein Bots
alongside Messaging for Web to provide automated assistance.
Automation and Productivity Tools:
Develop and manage
Macros ,
Quick Text , and
Email Templates
to streamline support operations. Automate service processes using
Flows
for advanced process automation.
Analytics and Reporting:
Create custom
Reports
and
Dashboards
to monitor service performance metrics and key performance indicators (KPIs). Utilize
Einstein Analytics
to gain deeper insights into service operations and customer behavior.
Customer Self-Service Platforms:
Configure and manage
Experience Cloud
sites for customer self-service, including knowledge base access and case submission.
Security and Compliance:
Ensure compliance with industry regulations such as
SOX ,
GDPR , and
Client . Implement data security best practices, including the use of
Salesforce Shield
features. Maintain high standards of data governance and integrity across the platform.
Platform Innovation and Optimization:
Stay current with the latest Salesforce features and releases to identify opportunities for improvements and automation. Lead technical initiatives to enhance platform functionality and user experience. Analyze and resolve technical issues promptly to minimize downtime.
Qualifications:
Certifications (Required):
Salesforce Certified Administrator Salesforce Certified Advanced Administrator Salesforce Platform App Builder At least one
Salesforce Consultant
certification in
Sales Cloud
or
Service Cloud
Experience:
Minimum of
5 years
of hands-on experience as a Salesforce Administrator in complex environments. Extensive experience with
Salesforce Knowledge , including configuration and management. Proven expertise in implementing and managing
Omni-Channel routing
in voice, chat, and email-to-case environments. Experience with
Messaging for Web . Familiarity with
Vonage Contact Center
or similar telephony platforms is highly desirable. Familiarity with
Flosum
or similar Salesforce DevOps tools is a plus.
Technical Skills:
Proficient in Salesforce declarative development tools:
Flow Builder Validation Rules Lightning App Builder
Strong understanding of
Entitlements ,
Milestones , and
Escalation Rules . Hands-on experience with
Salesforce Einstein
tools relevant to service operations:
Einstein Next Best Action Einstein Prediction Builder Einstein Opportunity Scoring Einstein Case Classification
Knowledge of Salesforce security features and best practices, including
Salesforce Shield .
Data Management:
Expertise in data modeling, data migration, and maintaining data integrity within Salesforce. Familiarity with data loading tools and techniques for large data sets.
Industry Experience:
Experience in the financial services industry is highly desirable. Understanding of compliance requirements specific to financial institutions.