CRM Administrator, Customer Experience (Seasonal)

Major League Baseball (MLB); New York (NY); On-site; USD 37,195 - 50,971; Full time

Job summary

Major League Baseball (MLB) is seeking a Systems Administrator in New York City to serve as the Salesforce Service Cloud and Zoom Contact Center subject matter expert. Responsibilities include managing case workflows, optimizing reports, and training team members.

The ideal candidate should have 1-2 years of relevant experience and a Salesforce Administrator certification. Compensation ranges from $27.00 to $37.00 per hour. Candidate must work on-site during designated hours.

Qualifications

• 1-2 years of experience as a Systems Administrator, especially on Service Cloud and Zoom Contact Center.
• Salesforce Administrator certification required; Service Cloud Consultant certification preferred.
• Solid understanding of contact center processes and KPIs.

Responsibilities

• Serve as the Salesforce Service Cloud and ZCC subject matter expert.
• Configure and maintain case management workflows, queues, escalation rules, and KPIs.
• Build and optimize reports and dashboards to monitor agent performance.

Job description

Responsibilities

• Serve as the Salesforce Service Cloud and ZCC subject matter expert
• Configure and maintain case management workflows, queues, escalation rules, and KPI’s
• Manage users, roles, profiles, permissions, and security settings
• Build and optimize reports and dashboards to monitor agent performance, case volume, and key KPIs
• Provide real-time troubleshooting and support
• Maintain data integrity and perform routine audits and clean‑up
• Train new and existing team members on Salesforce and ZCC functionality and best practices
• Collaborate with IT and operations teams to identify system enhancements and automation opportunities
• Stay current on Salesforce Service Cloud and ZCC updates and recommend improvements

Qualifications & Skills

• 1-2 years of experience as a Systems Administrator, with strong experience on Service Cloud and Zoom Contact Center
• Salesforce Administrator certification required; Service Cloud Consultant certification preferred
• Solid understanding of contact center processes and KPIs
• Experience configuring case routing, email‑to‑case, live agent/chat, and knowledge base
• Experience building public‑facing support sites within Salesforce a plus
• Ability to create effective reports and dashboards that support decision‑making
• Strong analytical and communication skills
• Comfortable working in a fast‑paced, customer‑first environment
• Must be available to work on‑site in NYC during designated hours
• Experience with API integrations and telephony tools (e.g., Amazon Connect, Five9, Genesys, ZCC)
• Knowledge of Omni‑Channel, Macros, Agentforce and Einstein Bots
• Familiarity with customer feedback tools, CSAT, or QA workflows

Pay Range

$27.00 - $37.00 per hour