Principal System Administrator ( Salesforce Service Cloud)

Salesforce Service Cloud Ownership

Serve as the primary administrator for the Support instance of Salesforce Service Cloud

Own configuration including:

Case lifecycle and status models

Fields, layouts, and page design

Routing and assignment logic

Automation (Flows, validation rules, etc.)

Product Additions (Organic or through M&A)

Ensure the system reflects real support workflows , not idealized or overly rigid processes

System Design & Optimization

Continuously refine system structure to improve:

Usability for support engineers

Data quality and reporting reliability

Alignment to product architecture and issue types

Balance simplicity and flexibility—avoiding unnecessary complexity while supporting nuanced workflows

Integrations & Data Architecture

Own integrations between Salesforce and:

Microsoft Fabric (data pipelines)

Gainsight (support signals into customer health)

Other tools (e.g., Slack, Jira, AI platforms)

Partner with IT and data teams to ensure data integrity, reliability, and scalability

AI & Automation Enablement

Lead implementation and configuration of AI-enabled tools (e.g., Forethought, Agentforce), including:

Case intake and triage

Knowledge generation

Workflow augmentation

Ensure AI enhances—not degrades—the quality of complex support interactions

Establish guardrails and monitoring for AI-driven workflows

Collaboration & Governance

Partner with:

Support Ops Manager (workflow and process design)

Support Ops Analysts (data structure and reporting needs)

IT Salesforce team (alignment with broader SFDC governance)

Establish best practices for change management, release cycles, and system governance