Agent Platforms Manager

📋 Description

• Strengthen and scale Salesforce Service Cloud within CX tech stack
• Improve platform stability, governance, and release discipline
• Collaborate with CX, Product, integrations, QA, WFM, and data teams
• Support Service Cloud configuration: roles, profiles, permission sets, security
• Manage case management features and Omni-Channel routing
• Maintain data integrity across Salesforce and analytics tools

🎯 Requirements

• 5+ years Salesforce Service Cloud admin experience
• Direct experience supporting customer support or CX orgs
• Experience with AI-driven CX solutions (chatbots, agent assist)
• Strong knowledge of case lifecycle, OWD, sharing rules, Flow, Omni-Channel
• Familiarity with Apex, HTML, CSS, and vanilla JavaScript
• Salesforce DevOps, sandbox strategy, and CI/CD workflows
• Bachelor's or Master's degree in CS, Engineering, or related field

🎁 Benefits

• Salary plus performance bonus
• Flexible time off policies
• Medical, dental, vision, STD, LTD, and life insurance
• Health Savings Account (HSA)
• 401(k) with employer match
• Employer-paid commuter benefit