As a Salesforce Service Cloud Administrator at Engine, you'll be the driving force behind optimizing and automating our support operations, ensuring our teams are empowered to resolve cases faster and more effectively. Optimize Support Workflows: Design, implement, and continuously improve case management processes, leveraging automation, flows, and advanced Service Cloud features to reduce backlog and resolution times, ensuring Engine delivers exceptional service. Lead Service Cloud Enhancements: Configure and maintain complex screen flows, Omni‑Channel routing, and knowledge management to enable efficient, scalable, and seamless customer support operations. Collaborating Across Teams: Collaborate with Product, Engineering, and Customer Support leaders to translate business needs into scalable Salesforce solutions that enhance the overall customer experience. Maintain Data & System Integrity: Monitor platform performance, ensure data accuracy, manage upgrades, and uphold security best practices to keep the org reliable and compliant. Enable Data‑Driven Decisions: Build reports, dashboards, and actionable insights that give leadership visibility into case trends, team performance, and customer satisfaction drivers.
Salesforce Service Cloud Admin (LATAM) at Engine
Hybrid - Medellín, Departamento Antioquia, Colômbia
Requirements
Experience
- 3+ years of hands‑on experience as a Salesforce Administrator, with a strong focus on Service Cloud.
Skills
- Problem‑solver with expertise in case management, workload reduction, and building complex screen flows to streamline customer support processes.
- Excellent communication skills and ability to partner across teams, gather requirements, and drive alignment around best practices.
- Experience with Salesforce Omni‑Channel, OmniStudio, and AWS Connect integration.
- Familiarity with Agentforce.
Responsibilities
- Optimize Support Workflows: Design, implement, and continuously improve case management processes, leveraging automation, flows, and advanced Service Cloud features to reduce backlog and resolution times, ensuring Engine delivers exceptional service.
- Lead Service Cloud Enhancements: Configure and maintain complex screen flows, Omni‑Channel routing, and knowledge management to enable efficient, scalable, and seamless customer support operations.
- Collaborating Across Teams: Collaborate with Product, Engineering, and Customer Support leaders to translate business needs into scalable Salesforce solutions that enhance the overall customer experience.
- Maintain Data & System Integrity: Monitor platform performance, ensure data accuracy, manage upgrades, and uphold security best practices to keep the org reliable and compliant.
- Enable Data‑Driven Decisions: Build reports, dashboards, and actionable insights that give leadership visibility into case trends, team performance, and customer satisfaction drivers.
Technologies
SalesforceService CloudOmni‑ChannelOmniStudioAWS ConnectAgentforce
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