Job Overview

We are seeking a skilled and organized System Administrator to support and manage key customer support systems, including Salesforce Service Cloud, VoIP, CCM, WFM, and IVR platforms. This role serves as the primary point of contact for internal and external teams—including Salesforce, IT, and administration—ensuring that all system-related requests, issues, and enhancements are handled effectively and efficiently. The ideal candidate will work closely with cross-functional teams to support system operations and improve support workflows.

Job Description

• Serve as the central point of contact for Salesforce, IT, VoIP, CCM, WFM, and system-related issues across internal teams and external partners. Service the support needs of internal customers regarding these systems
• Manage and triage Salesforce Service Cloud requests and configurations for Customer Support teams
• Oversee the maintenance and troubleshooting of VoIP, CCM, WFM, and IVR systems, ensuring minimal downtime and optimal performance. This role will also be involved in integrating Agentic AI tools with each of these systems
• Work cross-functionally with Customer Support, IT, Product, and internal Salesforce teams to coordinate and implement solutions
• Analyze system workflows and identify opportunities for optimization and automation
• Maintain detailed documentation of system configurations, processes, known issues, and resolutions
• Handle user management, permission sets, and routine Salesforce admin tasks
• Provide insights and reports on system usage, issue trends, and request statuses

Job Specifications

• Bachelor’s degree in Information Systems, Business, or a related field
• Salesforce Administrator Certification (active)
• Minimum of 1 year of experience as a Salesforce Administrator or as a Business Analyst
• Hands-on experience with VoIP and IVR systems in a support or admin capacity
• Strong problem-solving skills and the ability to translate business needs into technical solutions
• Excellent interpersonal and communication skills to work with technical and non-technical teams
• Experience supporting customer service or technical support environments
• Basic understanding of data integrations, API functionality and AI tools
• Experience coordinating cross-functional system-related projects