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Overview

4–6 years hands‑on administering Salesforce Service Cloud with ≥1 million records and hundreds of active users, including permission set & role hierarchy design, release management, and org health monitoring.

Key Responsibilities

• Configure and manage Omni‑Channel routing, assignment rules, and macros.
• Design and maintain reports, dashboards, and automations to improve case responsiveness across channels.
• Utilize SOQL to query data efficiently and implement sound data modeling practices for scalable solutions.
• Build and maintain Flow, formula fields, validation rules, and assignment rules to meet complex business requirements.
• Configure and manage a Service Cloud Voice call center using platforms such as Amazon Connect, Natterbox, Vonage, and RingCentral.
• Create concise technical documenta...