About this 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. • Clear administrative ownership of Salesforce AI operations and platform governance.
Join the A-Team and experience the A-Life!