Adv-Slack Platform & SVC Cloud

OP RaaS; San Francisco (CA); On-site; USD 140,000 - 190,000; Full time

Job summary

OP RaaS is seeking an experienced Senior Administrator to oversee Slack and Salesforce configurations in a large enterprise setting. You will govern channel policies, SSO integrations, and security controls across collaboration and service channels, while supporting the Agentforce deployment.

You will also manage Service Cloud modernization, Experience Cloud portals, and telephony integrations, ensuring compliance and efficient operations for enterprise-scale workflows.

Qualifications

• Experience administering Salesforce in an enterprise setting.
• Proven Slack governance, SSO integration and DLP awareness.
• Hands-on with Service Cloud case management and omni-channel routing.
• Experience with Experience Cloud portal administration.
• Knowledge of telephony integrations (Five9 or similar) with Service Cloud Voice.
• Ability to manage vendor relationships and conduct security reviews.

Responsibilities

• Lead day-to-day configuration, governance, and health of Slack and Salesforce services.
• Administer Slack channels, SSO, eDiscovery, and data residency alignment with legal/compliance.
• Configure Workflow Builder and CRM-triggered notifications between Sales Cloud and Data Cloud.
• Oversee Agentforce agent deployment and monitoring within Slack and Service Cloud channels.
• Lead Wave 2 Service Cloud modernization including case management and escalation rules.
• Administer Experience Cloud portals and identity flows for self-service support.
• Configure Service Cloud Voice integrations and CTI, including Five9 integration.
• Govern Slack app ecosystem, approvals, and unapproved-app policy enforcement.
• Support UAT, deployments, and rollback procedures for Slack and Agentforce releases.
• Coordinate cross-cloud security requirements with Level 5 Principal Administrator.

Skills

Salesforce administration

Slack administration

Experience Cloud administration

Service Cloud administration

SSO integration (Okta)

Five9/CTI integration

Vendor management

Security/compliance awareness

Automation/workflows

Education

Bachelor’s degree in business, information systems, computer science or related field

Salesforce Administrator Certification

Advanced Administrator / Service Cloud Consultant

Slack Certified Admin

Tools

Salesforce

Slack

Five9

Okta

Service Cloud

Data Cloud

Job description

Job Description

POSITION OVERVIEW:

Responsible for the day-to-day configuration, governance, and operational health of both Slack and Service Cloud, and services as the primary administrator for Agentforce agent deployment across collaboration and service channels. Role also covers Experience Cloud portal administration as the self-service platform matures.

ESSENTIAL FUNCTIONS:

• 
  Oversee Slack workspace administration including channel governance (naming conventions, lifecycle policies, archival rules), permission structures, guest access controls, and compliance-grade retention settings appropriate for a publicly traded company.
• 
  Configure and maintain Slack SSO integration with Okta (SAML 2.0), DLP policy enforcement within Slack, eDiscovery/legal hold configurations, data residency compliance, and audit log monitoring in coordination with IT/IAM and the VP CISO.
• 
  Administer Slack Workflow Builder configurations for commercial teams: deal stage notifications, territory alerts, case escalation workflows, approval routing, and CRM-triggered channel notifications from Sales Cloud and Data Cloud.
• 
  Serve as the primary administrator for Agentforce agent deployment in Slack and Service Cloud channels, including SDR Agent, Sales Coach Agent, Service Agent, Customer Insights Agent, and Employee Help Agent. Manage agent configuration, permission sets, testing, and monitoring.
• 
  Oversee Service Cloud administration for the Rise and Shine clone and lead the Wave 2 full-Service Cloud modernization: case management configuration, omni-channel routing rules, entitlement and SLA configuration, escalation rules, and Knowledge Base administration.
• 
  Administer Experience Cloud portal environments including community user management, portal page configuration, identity flows (Anonymous to Manage to Unified), and self-service case submission and knowledge access.
• 
  Configure and oversee Service Cloud Voice / telephony integrations, including Five9 BYOT integration (Wave 2), CTI adapter configuration, call logging, screen pops, and click-to-dial functionality.
• 
  Oversee Slack app ecosystem governance: evaluate, security-review, and deploy approved integrations (Tableau embeds, Zoom, task management connectors) using scoring with documented business cases. Enforce no-unapproved-app policy.
• 
  Administer Slack-to-Salesforce integration configurations including real-time CRM notifications (deal stage changes, territory alerts, case escalations), account collaboration channels, and Data Cloud-triggered alert routing.
• 
  Track and report on Slack platform health metrics using the AIM framework: Adoption (license utilization, active workspace ratio, workflow adoption rate), Integrity (channel hygiene, bot/integration reliability, SSO compliance), Metrics (time-to-response for deal alerts, workflow completion rates).
• 
  Oversee Agentforce agent monitoring and optimization: track agent response accuracy, escalation rates, user satisfaction, and conversation volumes. Configure agent guardrails, escalation thresholds, and feedback loops.
• 
  Oversee vendor relationships for Slack ecosystem partners, telephony providers (Five9), and Agentforce licensing. Serve as the technical contact for vendor integration troubleshooting and contract compliance.
• 
  Support UAT execution for Slack integration releases, Service Cloud deployments, and Agentforce agent launches. Maintain test scripts, environmental configurations, and rollback procedures.
• 
  Partner with the Level 5 Principal Administrator on cross-cloud security requirements affecting Slack and Service Cloud, including Shield coverage gap mitigation and DLP enforcement in collaboration channels.
• 
  Comply with all applicable laws/regulations, as well as company policies/procedures.
• 
  Perform other duties as assigned.

Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

QUALIFICATIONS:

• 
  Bachelor’s degree in business, information systems, computer science or related field
• 
  Five (5) years of Salesforce administration experience with at least 2 years administering Slack Business+ or Enterprise Grid in an enterprise environment.
• 
  Demonstrated experience with Service Cloud administration including case management, omni-channel routing, entitlement management, and Knowledge Base configuration.
• 
  Hands-on experience configuring Slack governance: channel naming standards, retention policies, permission models, eDiscovery workflows, and audit log monitoring.
• 
  Experience with Slack SSO integration (Okta SAML 2.0 or equivalent) and enterprise DLP policy configuration within Slack.
• 
  Working knowledge of Salesforce-to-Slack integration patterns including CRM notification architecture, Workflow Builder implementations, and channel automation.
• 
  Experience with or strong aptitude for Agentforce, conversational AI agents, or AI chatbot deployment within collaboration or service platforms.
• 
  Understanding of Experience Cloud portal administration including community user management, identity flows, and self-service configuration.
• 
  Salesforce certifications required: Salesforce Administrator. Preferred: Advanced Administrator, Service Cloud Consultant, Slack Certified Admin.
• 
  Experience managing platform vendor relationships and evaluating third-party integrations with documented security review processes.
• 
  Experience administering Agentforce agents (SDR Agent, Sales Coach, Service Agent) or equivalent AI agent platforms.
• 
  Familiarity with telephony/CTI integrations (Five9, Amazon Connect, or equivalent) with Service Cloud Voice.
• 
  LTL freight, logistics, or supply chain industry experience.
• 
  Experience with Experience Cloud portal deployment for customer self-service.
• 
  Background in enterprise collaboration tool migrations or platform consolidation projects.

Work CONDITIONS:

• 
  Some travel required