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- Maintain audit trails, control documentation, and platform administration records.
- Participate in risk assessments, access reviews, and configuration control reviews.
Monitoring & Operational Support
- Monitor platform usage, license consumption, configuration health, and adoption metrics.
- Troubleshoot administrative, access, permission, and configuration issues.
- Manage queues, routing rules, permission sets, and declarative automation settings.
- Coordinate with Platform Engineers on technical escalations and integration-related issues.
- Maintain operational runbooks, knowledge articles, and administrative support documentation.
AI COE Enablement & Cross-Functional Collaboration
- Support AI governance activities, release planning, and deployment readiness reviews.
- Assist with AI pilot execution and customer rollout programs.
- Contribute to AI operational standards, documentation, and training materials.
- Partner with Customer Success, Product, Security, and TechOps teams to support approved AI use cases.
Qualifications
Required Experience
- 3+ years of Salesforce administration experience.
- Salesforce Administrator Certification.
- Experience managing Salesforce security models, profiles, permission sets, sharing rules, and user lifecycle processes.
- Experience supporting enterprise Salesforce deployments and release management activities.
- Familiarity with Salesforce Flows, declarative automation, and change sets or equivalent deployment processes.
- Strong documentation, governance, troubleshooting, and operational support skills.
Preferred Experience
- Salesforce Advanced Administrator Certification.
- Salesforce AI Associate Certification or equivalent AI platform exposure.
- Experience with Salesforce AgentForce, Data Cloud, Einstein, or related AI capabilities.
- Experience in SaaS, Customer Success, Support, Services, or Operations organizations.
- Knowledge of governance, compliance, and platform control frameworks.
- Experience working with offshore or global teams.
Success Measures
- Standardized administration and governance processes established for AgentForce.
- Secure and compliant AI platform operations maintained.
- Repeatable administrative procedures enabling faster AI capability deployment.
- High quality access management, documentation, release readiness, and operational support.
- Successful rollout support for Customer Success AI initiatives, including customer-facing agents, knowledge solutions, and Proactively identify risks, bottlenecks, and performance opportunities.
- Participate in incident response and root cause analysis activities when required.
AI Enablement & Innovation
- Support implementation of strategic AI use cases including AI Case Summaries, customer-facing AI agents, knowledge
management solutions, Customer 360 initiatives, and workflow automation solutions.
- Work closely with Customer Success and AI COE leadership to move approved use cases into production.
- Recommend improvements to platform architecture, deployment processes, monitoring, and automation capabilities.
Cross-Functional Collaboration
- Partner with Customer Success, Support, Services, Product, Security, and TechOps teams.
- Participate in governance reviews, architecture discussions, and implementation planning.
- Translate business requirements into scalable technical solutions.
- Provide technical guidance and support during pilot and production deployments.
- Contribute to platform documentation, knowledge sharing, and operational best practices.
Required Experience
- 3-5+ years of experience in Salesforce platform engineering, architecture, or technical administration.
- Experience deploying and supporting enterprise SaaS platforms.
- Experience working with APIs, integrations, authentication, and system connectivity.
- Experience supporting release management and environment promotion processes.
- Strong troubleshooting and problem-solving skills.
Preferred Experience
- Salesforce Platform certifications.
- Experience with AgentForce, Data Cloud, Copilot, Einstein AI, or related AI technologies.
- Experience with enterprise monitoring and observability platforms.
- Exposure to knowledge management, conversational AI, or customer-service technologies.
- Experience supporting scalable deployment frameworks and automation solutions.
Success Measures
- AI platform availability and reliability.
- Deployment success rate and deployment speed.
- Time required to move approved AI solutions into production.
- Reduction in deployment-related incidents and support escalations.
- Adoption and operational readiness of AI solutions.
- Quality of technical documentation and deployment standards.
- Contribution to strategic AI outcomes, including case deflection, case summary automation, and platform scalabilit
automation capabilities.
- Clear administrative ownership of Salesforce AI operations and platform governance.
Join the A-Team and experience the A-Life!
