Sr. Salesforce Administrator (Service Cloud - Orlando Area)

Kavaliro is seeking a Senior Salesforce Administrator to support a client in Orlando.

Job Summary

We are seeking a highly skilled and experienced Senior Salesforce Administrator to join our team. In this role, you will lead the administration, configuration, and optimization of the Salesforce Service and Sales Cloud platforms. You will serve as a strategic partner across departments, ensuring Salesforce is leveraged to its fullest potential to support business goals, improve user experience, and drive operational efficiency.

Key Responsibilities

• Collaborate with cross-functional teams (Customer Service, Sales, Marketing, IT) to gather requirements and translate them into scalable Salesforce solutions.
• Manage roles, profiles, permission sets, public/private groups, sharing rules, and user setup to ensure data visibility and integrity across a hierarchical structure.
• Design, implement, and maintain custom objects, page layouts, workflows/flows, validation rules, process builders, and other automation tools.
• Evaluate and implement AppExchange solutions and integrations with enterprise systems.
• Build and optimize Salesforce Reports and Dashboards, ensuring proper role-based visibility.
• Configure and maintain Knowledgebase functionality for internal users and external customers via Experience Cloud.
• Implement and manage call center integrations, Service Cloud Voice, and related technologies.
• Set up and configure dashboards, AI Bots, Agentforce, and case deflection solutions.
• Oversee all aspects of Case Management (queues, teams, flows, routing, escalation rules, SLAs, entitlements, and dynamic layouts).
• Manage Omni-Channel configuration and routing across multiple support channels (voice, chat, SMS, email, surveys, campaigns, and social).
• Lead Salesforce release management, including testing, documentation, and user training.
• Manage data imports, exports, and quality initiatives using Salesforce Data Loader and other tools.
• Conduct regular audits, monitor system performance, and ensure platform security and compliance.
• Mentor junior administrators and analysts while serving as a subject matter expert for Salesforce best practices.
• Stay current on Salesforce updates, features, and industry trends to proactively recommend improvements.

Travel

• Up to 10%

Qualifications

Required:

• Bachelor’s degree or equivalent experience in Computer Science, Information Systems, Business, or a related field.
• 5+ years of hands-on Salesforce Service Cloud administration experience supporting multi-site or large-scale customer support/call center operations.
• Expertise in Case Management and Omni-Channel functions.
• Salesforce Administrator Certification (multiple certifications preferred).
• Proven experience with Salesforce Lightning, Flow Builder, and advanced automation tools.
• Strong understanding of Salesforce security, data architecture, and sharing rules.
• Excellent problem-solving, communication, and project management skills.

Preferred:

• Advanced degree or additional certifications (e.g., Salesforce Advanced Administrator, Platform App Builder).
• Experience in healthcare or a similar industry.
• Familiarity with Service Cloud third-party integrations (e.g., call center solutions, SMS, email).
• Knowledge of Agile methodologies and tools such as Jira or Monday.com.

Skills & Competencies

• Strong written and verbal communication skills.
• Ability to maintain confidentiality and handle sensitive information.
• Strong organizational, time management, and problem-solving skills.
• Ability to work independently and in a team environment.
• Attention to detail and ability to multi-task effectively.

Technical Proficiencies

• Salesforce Service and Sales Cloud administration.
• Microsoft Office Suite (Outlook, Word, Excel).
• General office equipment (computer, printer, phone, etc.).

Physical Demands

• Ability to lift and move equipment up to 25 lbs.
• Requires sitting, walking, standing, talking, and listening.
• Requires close vision for computer and document work.

Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.