Salesforce Service Cloud Admin — Hybrid & AI-Driven Ops

Roku, Inc.; San Jose (CA); Hybrid; USD 153,000 - 179,000; Full time

Benefits offered by this job

Health insurance

Equity awards

Life insurance

Disability benefits

Parental leave

Wellness benefits

Paid time off

Job summary

Roku, Inc. seeks a hands-on Salesforce Administrator to join our Customer Support Technology team in California.

You will own day-to-day administration of Salesforce Service Cloud, manage users, configuration, automation, reporting, and support integrations with engineering and product teams. The role requires 2–5 years of hands-on Salesforce Admin experience, Salesforce Admin certification, and experience with Agentforce/Prompt Builder or APIs.

Qualifications

• 2–5 years hands-on experience as a Salesforce Administrator in a customer support, service, or contact-center context.
• Experience supporting agent workflows and service operations in Salesforce Service Cloud.
• Salesforce Certified Administrator.
• Nice to have: Salesforce Certified Advanced Administrator (Admin II).
• Nice to have: Experience configuring Agentforce or Prompt Builder templates.
• Nice to have: Understanding of APIs, MCP, OAuth and external tool integrations.
• Nice to have: Salesforce Certified Service Cloud Consultant or related cloud certs.

Responsibilities

• Configure and fine-tune Salesforce Service Cloud to power smarter, faster service.
• Stay up to date on Salesforce capabilities and shape the technology roadmap.
• Champion efficiency by improving systems and processes for productivity and customer satisfaction.
• Oversee data integrity and security via reviews and health checks.
• Lead Salesforce projects end-to-end on integrations, upgrades, or process changes.
• Create and maintain reports, dashboards, and real-time visibility for stakeholders.
• Evaluate Salesforce AI capabilities and pilot them against the roadmap.
• Use AI tools in a sandbox to speed up configuration, documentation, and testing.
• Govern access and security for AI agents and tools within Salesforce.
• Prepare data and knowledge for AI context and accuracy.
• Collaborate with stakeholders to gather requirements and communicate platform changes.
• Maintain technical documentation and vendor relationships with Salesforce and related tech.

Skills

Salesforce administration

Salesforce Service Cloud

Stakeholder collaboration

AI tools familiarity

Education

Bachelor’s degree in Information Systems, Computer Science, Business or equivalent

Tools

Salesforce Service Cloud

Agentforce

Prompt Builder

OAuth / APIs

Job description

Roku, Inc. seeks a hands-on Salesforce Administrator to join our Customer Support Technology team in California.

You will own day-to-day administration of Salesforce Service Cloud, manage users, configuration, automation, reporting, and support integrations with engineering and product teams. The role requires 2–5 years of hands-on Salesforce Admin experience, Salesforce Admin certification, and experience with Agentforce/Prompt Builder or APIs.