Salesforce Administrator II

Salesforce Administrator II – Go To Market (GTM) Business Applications This role is the operational backbone of our Salesforce org, focusing on Service Cloud configuration and support for Sales, Customer Success and Support teams. You will manage user access, design processes with Flow Builder, maintain data quality, and collaborate with stakeholders to translate business needs into scalable Salesforce solutions without writing code. What You’ll Do Administer and configure Commerce's Salesforce org, including user management, profiles, permission sets, roles, and data security. Own Service Cloud configuration—case management, queues, assignment and escalation rules, entitlements, SLA milestones, macros, and quicktext—to support our customer‑facing support organization. Build and maintain flows, validation rules, custom objects, fields, and page layouts using declarative tools. Support and configure CTI and telephony integrations used by the support team, ensuring reliable call routing and screen pop functionality. Partner with the support org to configure and optimize Knowledge, ensuring articles are structured, surfaced, and maintained effectively. Manage Experience Cloud (Help Center or partner‑facing portals) configuration and content permissions where applicable. Triage and resolve user‑reported issues, acting as a first responder for Salesforce support requests from internal teams. Maintain data quality through deduplication, validation rules, and routine hygiene processes. Collaborate with developers and architects on projects that require custom solutions, providing clear requirements and admin‑side configuration work. Document configurations, processes, and change history to support audit readiness and team knowledge sharing. Who You Are 3+ years of hands‑on Salesforce administration experience in a production org. Salesforce Certified Administrator required; Service Cloud Consultant certification strongly preferred or actively in progress. Deep familiarity with Service Cloud in a real support environment, not just sandbox. Strong working knowledge of Flow Builder and its limits. Experience working alongside a support or customer success organization. Experience with enterprise customer support platforms beyond Salesforce Service Cloud (e.g., Zendesk, Freshdesk, ServiceNow CSM). Familiarity with CTI platforms (Five9, Genesys, or similar) and how they integrate with Salesforce Service Cloud. Solid understanding of Salesforce data model, sharing model, and security—profiles, permission sets, OWD, role hierarchy. Strong analytical and troubleshooting skills for diagnosing flows, assignment rules or data issues. Clear communicator who can translate ambiguous business requests into well‑scoped Salesforce configurations and push back constructively. Organized and detail‑oriented—change management, documentation, and sandbox discipline come naturally to you. Nice to Have Salesforce Service Cloud Consultant or Field Service certifications. Experience configuring Salesforce Knowledge for a support org. Familiarity with Omni‑Channel routing, including skills‑based routing and agent capacity management. Experience with Messaging for In‑App and Web or other messaging channels in Service Cloud. Exposure to Marketo‑Salesforce sync. Familiarity with change set or SFDX‑based deployment processes. Experience supporting a SaaS or e‑commerce company where the customer base is technically sophisticated. Work Where You Thrive Hybrid role – candidates based in the Austin, TX metro area are required to work three days per week in the office. Compensation (Pay Transparency Range: $76,000.00 – $114,000.00) Base salary range is posted above. Final compensation is determined by relevant experience, skills, qualifications, geographic location, and internal equity. Variable compensation (bonus, commission), equity, and benefits may also apply in accordance with local policies. Inclusion and Belonging At Commerce, we believe that celebrating the unique histories, perspectives, and abilities of every employee makes a difference for our company, our customers, and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow, and thrive. We are committed to creating an inclusive and accessible hiring experience for all candidates. If you require accommodations or adjustments at any stage of the recruitment process, please let us know and we will work with you to meet your needs. #J-18808-Ljbffr