About The Role

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Maintain audit trails, control documentation, and platform administration records.
Participate in risk assessments, access reviews, and configuration control reviews.

Monitoring & Operational Support

Monitor platform usage, license consumption, configuration health, and adoption metrics.
Troubleshoot administrative, access, permission, and configuration issues.
Manage queues, routing rules, permission sets, and declarative automation settings.
Coordinate with Platform Engineers on technical escalations and integration-related issues.
Maintain operational runbooks, knowledge articles, and administrative support documentation.

AI COE Enablement & Cross-Functional Collaboration

Support AI governance activities, release planning, and deployment readiness reviews.
Assist with AI pilot execution and customer rollout programs.
Contribute to AI operational standards, documentation, and training materials.
Partner with Customer Success, Product, Security, and TechOps teams to support approved AI use cases.

Qualifications

Required Experience

3+ years of Salesforce administration experience.
Salesforce Administrator Certification.
Experience managing Salesforce security models, profiles, permission sets, sharing rules, and user lifecycle processes.
Experience supporting enterprise Salesforce deployments and release management activities.
Familiarity with Salesforce Flows, declarative automation, and change sets or equivalent deployment processes.
Strong documentation, governance, troubleshooting, and operational support skills.

Preferred Experience

Salesforce Advanced Administrator Certification.
Salesforce AI Associate Certification or equivalent AI platform exposure.
Experience with Salesforce AgentForce, Data Cloud, Einstein, or related AI capabilities.
Experience in SaaS, Customer Success, Support, Services, or Operations organizations.
Knowledge of governance, compliance, and platform control frameworks.
Experience working with offshore or global teams.

Success Measures

Standardized administration and governance processes established for AgentForce.
Secure and compliant AI platform operations maintained.
Repeatable administrative procedures enabling faster AI capability deployment.
High quality access management, documentation, release readiness, and operational support.
Successful rollout support for Customer Success AI initiatives, including customer-facing agents, knowledge solutions, and Proactively identify risks, bottlenecks, and performance opportunities.
Participate in incident response and root cause analysis activities when required.

AI Enablement & Innovation

Support implementation of strategic AI use cases including AI Case Summaries, customer-facing AI agents, knowledge

management solutions, Customer 360 initiatives, and workflow automation solutions.

Work closely with Customer Success and AI COE leadership to move approved use cases into production.
Recommend improvements to platform architecture, deployment processes, monitoring, and automation capabilities.

Cross-Functional Collaboration

Partner with Customer Success, Support, Services, Product, Security, and TechOps teams.
Participate in governance reviews, architecture discussions, and implementation planning.
Translate business requirements into scalable technical solutions.
Provide technical guidance and support during pilot and production deployments.
Contribute to platform documentation, knowledge sharing, and operational best practices.

Qualifications

Required Experience

3-5+ years of experience in Salesforce platform engineering, architecture, or technical administration.
Experience deploying and supporting enterprise SaaS platforms.
Experience working with APIs, integrations, authentication, and system connectivity.
Experience supporting release management and environment promotion processes.
Strong troubleshooting and problem-solving skills.

Preferred Experience

Salesforce Platform certifications.
Experience with AgentForce, Data Cloud, Copilot, Einstein AI, or related AI technologies.
Experience with enterprise monitoring and observability platforms.
Exposure to knowledge management, conversational AI, or customer-service technologies.
Experience supporting scalable deployment frameworks and automation solutions.

Success Measures

AI platform availability and reliability.
Deployment success rate and deployment speed.
Time required to move approved AI solutions into production.
Reduction in deployment-related incidents and support escalations.
Adoption and operational readiness of AI solutions.
Quality of technical documentation and deployment standards.
Contribution to strategic AI outcomes, including case deflection, case summary automation, and platform scalabilit

automation capabilities.