Salesforce Administrator - Service & Experience Cloud

ATPI - Direct Travel Group; Mumbai Suburban; Presencial; INR 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

ATPI - Direct Travel Group is seeking a Salesforce Administrator to own day-to-day administration, configuration, and health of Service Cloud and Experience Cloud. You’ll manage security, case management, and Knowledge, while delivering declarative automation and user adoption support.

The role requires 3–5 years of hands-on Salesforce admin experience in production environments, plus relevant certifications or equivalent education.

Formación

• 3–5 years of hands-on Salesforce administration experience in production orgs including Service Cloud and Experience Cloud.
• Bachelor's degree in Information Systems, Business, or related field (or equivalent experience).
• Salesforce certifications such as Administrator, Advanced Administrator, Platform App Builder, or Experience Cloud Consultant are preferred.
• Strong knowledge of security/sharing model, roles, permission sets, and external user access for Experience Cloud.

Responsabilidades

• Maintain the platform security and sharing model for internal and external users, including org-wide defaults, role hierarchy, sharing rules, sharing sets, and Experience Cloud external and guest user access.
• Configure and maintain Service Cloud, including case record types, page layouts, Lightning record pages, queues, assignment and escalation rules, auto-response rules, Email-to-Case and Web-to-Case, entitlements and milestones, macros, and quick text.
• Configure and support Omni-Channel routing, presence statuses, Command Center, and the Service Console across email, phone, and chat channels, in partnership with Customer Support leadership.
• Administer Experience Cloud sites, including member and external user management, pages and components, navigation, branding, and publishing, with a focus on customer self-service and case deflection.
• Maintain the Salesforce Knowledge configuration, including article record types, data categories, approval processes, and visibility for agents and site users, so Customer Support can own and publish article content.
• Build and maintain declarative automation, primarily Flow, along with validation rules, and formula fields. Deliver configuration work from the backlog prioritized by the Service Cloud Product Owner, working with Business Analysts on requirements and acceptance criteria and partnering with developers as needed.
• Manage sandboxes, deployments, and releases including testing, supporting UAT, documenting changes, and following DT change management processes.
• Serve as the go-to resource for Salesforce admin requests and issues, triaging and resolving tickets and escalating to developers, integration owners, or Salesforce Support when needed.
• Monitor org health, including Security Health Check, system limits, data and file storage, licenses, installed AppExchange packages, and integration users, and review each Salesforce seasonal release for impacts and new features.
• Maintain admin documentation, including configuration decisions, user guides, and release notes, and support training and adoption for agents and internal users.

Conocimientos

Salesforce administration

Service Cloud

Experience Cloud

Automation with Flow

Validation rules

Formula fields

Agile / Jira collaboration

Educación

Bachelor's degree in Information Systems, Business, or related field

Salesforce Certification: Administrator / Advanced Administrator / Platform App Builder / Experience Cloud Consultant

Herramientas

GitHub

CI/CD pipelines

Gearset

Copado

Jira

Descripción del empleo

Join Our Team as a Salesforce Administrator - Service & Experience Cloud!

Do you enjoy working with technology, solving problems, and helping others? We'd love to have you on our team!

We're looking for a Salesforce Administrator who is enthusiastic about day-to-day administration, configuration, and health of Service Cloud and Experience Cloud.

If you enjoy learning, collaborating, and making a difference, we'd love to hear from you!

Come join us and grow together!

Key Responsibilities:

• Maintain the platform security and sharing model for internal and external users, including org-wide defaults, role hierarchy, sharing rules, sharing sets, and Experience Cloud external and guest user access, in line with Direct Travels security and compliance standards.
• Configure and maintain Service Cloud, including case record types, page layouts, Lightning record pages, queues, assignment and escalation rules, auto-response rules, Email-to-Case and Web-to-Case, entitlements and milestones, macros, and quick text.
• Configure and support Omni-Channel routing, presence statuses, Command Center, and the Service Console across email, phone, and chat channels, in partnership with Customer Support leadership.
• Administer Experience Cloud sites, including member and external user management, pages and components, navigation, branding, and publishing, with a focus on customer self-service and case deflection.
• Maintain the Salesforce Knowledge configuration, including article record types, data categories, approval processes, and visibility for agents and site users, so Customer Support can own and publish article content.
• Build and maintain declarative automation, primarily Flow, along with validation rules, and formula fields. Deliver configuration work from the backlog prioritized by the Service Cloud Product Owner, working with Business Analysts on requirements and acceptance criteria and partnering with developers as needed.
• Manage sandboxes, deployments, and releases including testing, supporting UAT, documenting changes, and following DT change management processes.
• Serve as the go-to resource for Salesforce admin requests and issues, triaging and resolving tickets and escalating to developers, integration owners, or Salesforce Support when needed.
• Monitor org health, including Security Health Check, system limits, data and file storage, licenses, installed AppExchange packages, and integration users, and review each Salesforce seasonal release for impacts and new features.
• Maintain admin documentation, including configuration decisions, user guides, and release notes, and support training and adoption for agents and internal users.

Qualifications & Experience:

• 3-5 years of hands‑on Salesforce administration experience, including direct administration of Service Cloud and Experience Cloud in a production org.
• Bachelors degree in Information Systems, Business, or a related field (or equivalent experience)
• Salesforce Certified Administrator, Salesforce Certified Advanced Administrator, Platform App Builder, Service Cloud Consultant, and/or Experience Cloud Consultant.
• Strong command of the Salesforce security and sharing model, including profiles, permission sets, roles, sharing rules, and external user access for Experience Cloud.
• Hands‑on experience configuring Service Cloud case management, queues and assignment rules, Email‑to‑Case, Omni‑Channel, and the Service Console.
• Expert level ability to build and troubleshoot automation using Flow, validation rules, and formula fields.
• Experience configuring Salesforce Knowledge, entitlements and milestones, and chat or messaging channels.
• Experience implementing or supporting computer‑telephony integration (CTI), Salesforce Voice, Service Cloud Voice, or other telephony platforms integrated with Salesforce, including voice, chat, and messaging channels.
• Familiarity with Einstein or Agentforce for Service features (e.g., reply recommendations, case classification, conversation insights).
• Experience with sandbox management, change sets or similar deployment tools, and disciplined release and change management practices.
• Strong troubleshooting skills, attention to detail, and written and verbal communication, with a service‑oriented approach to supporting users and the judgment to know when to elevate.
• Experience with source driven development with GitHub and CI/CI pipelines using Gearset, Copado, or similar tooling.
• Familiarity with Data Cloud or other Salesforce data and AI products.
• Experience with configuring, supporting, and enhancing Sales Cloud capabilities, including lead management, opportunity management, account management, forecasting, and sales process automation.
• Experience working on an Agile team alongside a Product Owner and Business Analyst, using Jira or similar tools.
• Working understanding of Apex, Lightning Web Components, and integrations, enough to partner effectively with developers.
• Experience supporting a customer Salesforce org in a travel, hospitality, or similar service‑based industry.