Salesforce Service Cloud & Experience Cloud Administrator

Job Summary

The Salesforce Service Cloud & Experience Cloud Administrator will be responsible for designing, developing, and maintaining secure, scalable customer and partner portal solutions on the Salesforce platform. This role will leverage deep expertise in Service Cloud and Experience Cloud to optimize and scale our case management operations and lead the design and administration of three customer-facing portals. This role requires strong technical and functional knowledge of complex case processes, as well as hands-on experience building and maintaining modern digital experiences using Experience Cloud.

Essential Job Functions

Manage the entire Service Cloud Experience:

• Assess and refactor an existing Service Cloud implementation, including case architecture, automation, and intake channels
• Design and implement dynamic case intake experiences using:
• Screen Flows (for guided, decision-tree style intake)
• Record Types to drive conditional logic, required fields, and file collection
• Transition support operations from email-to-case toward structured web-to-case / portal-based submissions
• Ensure proper use of native Service Cloud capabilities, including:
• Case assignment and routing
• Entitlements / milestones (if applicable)
• Case teams and visibility models
• Partner with stakeholders to define scalable case data models and intake standards
• Lead the design and administration of three distinct Experience Cloud portals serving different stakeholder audiences
• Build and maintain portals using Experience Builder (LWR and/or Aura templates)
• Translate business requirements into intuitive, user-friendly digital experiences, including:
• Page layouts and component composition
• Conditional visibility and audience targeting
• Navigation structure and content strategy
• Replace legacy intake tools (e.g., forms-based systems) with fully integrated portal experiences
• Ensure seamless integration between portal interactions and backend case management

Qualified Candidates will have:

• Proven hands-on experience of UX/UI design within Experience Cloud including, but not limited to: Experience Builder page design, layout composition, and user experience optimization
• Expertise in Salesforce Flow, especially Screen Flows for guided user input whether in portal or not
• Experience designing complex decision trees and conditional logic
• Solid understanding of Salesforce data architecture, particularly for case management
• Familiarity with file handling and attachments within case processes
• Experience supporting a transition from unstructured (e.g. email-to-case) to structured intake channels
• Ability to build Profile and Role structures that support complex cross-Account sharing

*NOTE: The list of tasks is illustrative only and is not a comprehensive list of all functions and tasks performed by this position.

Education, Experience, Skills, and Requirements

• Bachelor’s degree in information technology, business, or related field required.
• At least five to seven years of related experience required.
• Service cloud experience required.
• Experience with version control systems and Salesforce DevOps tools (e.g. GearSet, SFDX) required.
• Experience working in Agile teams, translating business requirements into technical solutions required.
• Project Management Professional certification preferred.
• Knowledge of HIPAA Security preferred.
• Hybrid rotation schedule and/or onsite as needed.

Required certifications:

• Salesforce Certified Administrator required.
• Salesforce Certified Advanced Administrator strongly preferred.
• Salesforce Certified Experience Cloud Consultant required.
• Salesforce Certified Service Cloud Consultant strongly preferred.