Remote job
Salesforce Administrator (Service Cloud) - LATAM
Job details
About this role
Role overview
Manage and improve Salesforce Service Cloud operations for a customer-support organization serving users across Latin America. The role focuses on workflow automation, case management, operational efficiency, and the design of scalable support experiences, working closely with engineering, product, and customer-support stakeholders.
Responsibilities
- Design and implement strategies that automate support workflows, reduce case backlog, and improve resolution times. - Configure and manage complex Salesforce screen flows to streamline customer and agent processes. - Design and optimize Omni-Channel configurations to improve workload distribution, responsiveness, and scalability. - Partner with engineering, product, and support teams to deliver Service Cloud improvements and integrations. - Provide internal teams with practical support, operational guidance, and insights for data-informed decisions. - Use service data and workflow performance to identify opportunities for continuous improvement and higher customer satisfaction.
Requirements
- At least 3 years of hands-on experience as a Salesforce Administrator, with strong Service Cloud experience. - Demonstrated expertise in case management, support-workload reduction, workflow automation, and complex screen-flow development. - Ability to troubleshoot problems, work independently, and deliver improvements in a fast-moving environment. - Strong collaboration skills and a practical, results-oriented approach to cross-functional work. - Contractor availability for candidates located within Latin America.
Nice to have
- Experience with Salesforce Omni-Channel and OmniStudio. - Familiarity with AWS Connect telephony integrations. - Exposure to Agentforce or comparable support-assistance capabilities.
Benefits and work setup
- Contractor role restricted to candidates based in Latin America. - Compensation and perks may vary according to engagement type and location. - The source describes a flexible hybrid or remote working model, subject to role requirements.