CX Operations Engineer (Salesforce)

The Position 

OPSWAT is seeking a mid-to-senior level Salesforce Service Cloud Administrator to join our Global Customer Experience (CX) team. In this role, you will serve as the primary administrator for our Salesforce Service Cloud instance, modeling business processes, workflows, and configurations to support the CX team's operations. You will be responsible for troubleshooting and resolving issues within the system, making configuration changes, and ensuring the platform aligns with the team's evolving needs. 

As part of this role, you will closely collaborate with the Enterprise Applications team, helping to augment their work on system integrations between Service Cloud and other enterprise systems. You will follow the application management and project lifecycle framework to ensure the system remains well-maintained, secure, and continuously optimized. You’ll be instrumental in translating CX team requirements into effective Salesforce solutions, providing ongoing support, improving workflows, and creating insightful reports to enhance CX visibility and productivity. 

What You Will Be Doing 

System Configuration & Administration: 

• Configure, customize, and administer Salesforce Service Cloud, including designing workflows, process automation, and business rules to support the CX team's processes. 
• Troubleshoot and resolve Salesforce issues, ensuring minimal disruption to daily operations. 
• Implement and optimize Service Cloud features such as case management, knowledge management, and service console. 

Collaboration with the Enterprise Applications Team: 

• Partner with the Enterprise Applications team to plan, design, and implement integrations between Salesforce Service Cloud and other enterprise systems. 
• Assist in the management of Salesforce releases, patches, and updates, ensuring smooth transitions with minimal impact on end users. 

Business Process Modeling: 

• Work closely with the CX team to understand their business needs and translate these into Salesforce solutions. 
• Continuously evaluate and improve business processes, ensuring they align with organizational goals and best practices. 

Salesforce Reporting & Collaboration with Analytics Team: 

• Write custom Salesforce reports and dashboards to provide the CX team with actionable insights on service performance, customer trends, and other key metrics. 
• Collaborate closely with the OPSWAT Analytics team to ensure data consistency and the accurate reporting of KPIs. 

Ongoing Support & Troubleshooting: 

• Provide ongoing support for the Salesforce Service Cloud platform, addressing technical issues, optimizing system performance, and ensuring stability. 
• Troubleshoot technical problems, ensuring rapid resolution with a focus on minimizing downtime. 

Training & Knowledge Sharing: 

• Conduct training sessions for CX team members to help them better utilize Salesforce Service Cloud features. 
• Provide guidance on best practices and Salesforce use cases to empower the CX team. 

What We Need From You 

Experience: 

• Minimum of 3 years of B2B experience is required. 
• Proven experience as a Salesforce Service Cloud Administrator, with a strong understanding of Salesforce configuration and customization. 
• Experience in business process modeling and optimizing workflows within Salesforce to meet organizational needs. 
• Strong troubleshooting and problem-solving skills, especially in complex system environments. 
• Salesforce Advanced Administrator or Service Cloud Consultant certification 

Technical Skills: 

• Deep understanding of Salesforce Service Cloud features, including case management, automation, and reporting. 
• Experience with integrations between Salesforce and other systems (e.g., ERP, CRM, or third-party applications). 
• Familiarity with Salesforce development tools, such as Apex, Visualforce, and Lightning components, is a plus. 
• Strong experience in writing custom Salesforce reports and dashboards. 

Soft Skills: 

• Strong communication and collaboration skills to work effectively with the CX team and enterprise applications team. 
• Ability to manage multiple priorities and maintain a customer-focused approach. 

Education: 

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field (or equivalent work experience). 
• Salesforce Advanced Administrator or Service Cloud Consultant certification required. 

It Would Be Nice If You Had 

• Experience working in an enterprise environment, particularly with integrations across multiple platforms. 
• Familiarity with project management frameworks and methodologies (e.g., Agile, Waterfall). 
• Cybersecurity experience and/or experience working at a high-tech company 
• Knowledge of Power BI is a plus, especially for collaborating with the Analytics team on reporting and data visualization. 
• Experience with web technologies (e.g., HTML, CSS, JavaScript) and integration tools (e.g., MuleSoft, Boomi, or Zapier). 
• Experience with Salesforce development tools such as Apex, Lightning Web Components, or other Salesforce APIs.