Sr. Salesforce Administrator (Service Cloud) HYBRID
Rotech Healthcare, Orlando, Florida, us, 32885
About Rotech
Rotech.com
Overview And Responsibilities Job Summary We are seeking a highly skilled and experienced dedicated
Essential Job Duties And Responsibilities
This can be a Hybrid position out of the Orlando, FL Office, or can be primarily a Remote position, with periodic travel to the Orlando, FL Office for the right candidate
Opportunity to work in a collaborative, mission-driven environment with cutting-edge technology
Collaborate with cross-functional teams (Customer Service, Sales, Marketing, IT) to gather requirements and translate them into scalable Salesforce solutions
Operate effectively in a fast‑paced, high‑demand Agile environment, adapting to shifting priorities, evolving requirements, and rapid delivery timelines.
Deep experience with roles, profiles, permission sets, public/private groups, sharing rules, user setup, and data visibility and integrity based on a hiarchial setup, e.g. Locations roll up to Area, which roles up to Region, which roles up to Division, etc.
Design, implement, and maintain custom objects, page layouts, workflows/flows, validation rules, process builders, and other automation tools
Evaluate and implement AppExchange solutions and integrations with other enterprise systems
Experience in developing Salesforce Reports, from basic to complex with multi-object joins, including visibility by appropriate profile, role, etc.
Experience to setup and configure Knowledgebase for streamlined usage within Salesforce for internal users, as well as on the Experience Cloud Portal for our customers, to allow for Self-Service, including Next Best Action recommendations
Experience with Call Center CTI Integration with Service Cloud Voice, preferably with Cisco Webex Call Center, or similar call center technology
Experience with configuring Home Page Dashboards, for different groups/roles, in a hiarchial approach so the supervisors up the chain automatically see their teams KPI's, as well as their Case Queues
Experience with setting up AI Bots / Agentforce for Case Deflection on our Customer Experience Cloud Portal, and also auto assistance within Salesforce to help internal users
Heavy emphasis and expertise required for all aspects of Case Management, including but not limited to Case Queues, Case Teams, Case Flows, Skills Routing, Case Routing Rules, Escalation Rules, Entitlements/SLAs, Dynamic Case Layouts based on Case Type/SubTypes, etc.
Heavy emphasis on Omni-Channel Configuration and Auto Routing based on rules and skills for different support teams, for all communication channels including, Voice, Live Chat, SMS Text, eMail, Survey, Call Campaigns, Social, etc.
Lead Salesforce release management, including testing, documentation, and user training
Manage data imports, exports, and data quality initiatives using tools like Data Loader and third-party integrations
Monitor system performance, conduct regular audits, and ensure platform security and compliance
Provide mentorship and guidance to junior admins or analysts, and serve as a subject matter expert for Salesforce best practices
Serve as the primary system administrator for Salesforce Service Cloud, configuring functionality for large multi-center support teams, and field locations
Stay current with Salesforce updates, features, and industry trends to proactively recommend enhancements
Performs other duties as assigned
Travel
Up to 10%
Qualifications Employment is contingent on
Background investigation (company-wide)
Drug screen (when applicable for the position)
Valid driver’s license in state of residence with a clean driving record (when applicable for the position)
Required Education And/or Experience
Advanced degree or equivalent years of experience and certifications, preferably in Computer Science, Information Systems, Business, or related field
Five years of hands-on Salesforce Service Cloud administration experience, with experience with large multi-group and multi-site customer support/call centers
Expert in all Case Management and Omni-Channel functions and best practice architecture
Multiple Salesforce Certifications, including Administrator certifications
Proven experience with Salesforce Lightning, Flow Builder, and advanced automation
Strong understanding of Salesforce security, sharing rules, and data architecture
Excellent problem-solving, communication, and project management skills
Preferred Education And/or Experience
Experience in the Healthcare Industry or similar
Experience with Service Cloud third-party integrations (e.g., Service Cloud Voice, Cisco Webex Call Center, SMS Text/email, etc).
Familiarity with Agile methodologies and tools like Jira, Monday.com, etc.
Salesforce Advanced Administrator or Platform App Builder certification
One year of related work experience, preferred
Skills And Competencies
Accurately perform simple mathematical calculations
Effectively communicate in English; both oral and written
Interpret a variety of communications (verbal, non-verbal, written, listening and visual)
Maintain confidentiality, discretion and caution when handling sensitive information
Multi-task along with attention to detail
Self-motivation, organized, time-management and deductive problem solving skills
Work independently and as part of a team
Machines, Equipment And Technical Abilities
Email transmission and communication
Internet navigation and research
Microsoft applications; Outlook, Word and Excel
Office equipment; fax machine, copier, printer, phone and computer and/or tablet
Physical Demands
Lift and carry office equipment at times, occasionally moves equipment such as a personal computer or display weighing up to 25 pounds
Requires sitting, walking, standing, talking and listening
Requires close vision to small print on computer and/or tablet and paperwork
Rotech Information Benefits
Generous paid time Off and paid holidays
Overtime pay for non-exempt hourly positions based on business needs
Commission for Account Executives
Fixed and variable rate car reimbursement for Area Managers and Account Executives
Employee discount program
Employee recognition program
Bonus and incentive opportunities
Mileage reimbursement (when applicable for the position)
Telephone reimbursement (when applicable for the position)
EAP
401k
Medical, Prescription, Dental and Vision
HSA and FSA/Dependent Care FSA
Life Insurance, Disability, Accidental death, Identity protection and Legal services
Mercer wellness programs
Healthcare program details vary by location
Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.
Rotech Healthcare Inc. recruits, employs, trains, promotes, transfers, separates from employment and compensates employees without regard to membership in, association with, or perception of race, color, age, gender, gender identity, religion, creed, national origin, ancestry, citizenship, marital status, veteran status, sexual orientation, physical or mental disability, pregnancy or any other personal characteristic protected by applicable federal, state and local laws governing nondiscrimination in employment in each locality where Rotech has employees.
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Overview And Responsibilities Job Summary We are seeking a highly skilled and experienced dedicated
Essential Job Duties And Responsibilities
This can be a Hybrid position out of the Orlando, FL Office, or can be primarily a Remote position, with periodic travel to the Orlando, FL Office for the right candidate
Opportunity to work in a collaborative, mission-driven environment with cutting-edge technology
Collaborate with cross-functional teams (Customer Service, Sales, Marketing, IT) to gather requirements and translate them into scalable Salesforce solutions
Operate effectively in a fast‑paced, high‑demand Agile environment, adapting to shifting priorities, evolving requirements, and rapid delivery timelines.
Deep experience with roles, profiles, permission sets, public/private groups, sharing rules, user setup, and data visibility and integrity based on a hiarchial setup, e.g. Locations roll up to Area, which roles up to Region, which roles up to Division, etc.
Design, implement, and maintain custom objects, page layouts, workflows/flows, validation rules, process builders, and other automation tools
Evaluate and implement AppExchange solutions and integrations with other enterprise systems
Experience in developing Salesforce Reports, from basic to complex with multi-object joins, including visibility by appropriate profile, role, etc.
Experience to setup and configure Knowledgebase for streamlined usage within Salesforce for internal users, as well as on the Experience Cloud Portal for our customers, to allow for Self-Service, including Next Best Action recommendations
Experience with Call Center CTI Integration with Service Cloud Voice, preferably with Cisco Webex Call Center, or similar call center technology
Experience with configuring Home Page Dashboards, for different groups/roles, in a hiarchial approach so the supervisors up the chain automatically see their teams KPI's, as well as their Case Queues
Experience with setting up AI Bots / Agentforce for Case Deflection on our Customer Experience Cloud Portal, and also auto assistance within Salesforce to help internal users
Heavy emphasis and expertise required for all aspects of Case Management, including but not limited to Case Queues, Case Teams, Case Flows, Skills Routing, Case Routing Rules, Escalation Rules, Entitlements/SLAs, Dynamic Case Layouts based on Case Type/SubTypes, etc.
Heavy emphasis on Omni-Channel Configuration and Auto Routing based on rules and skills for different support teams, for all communication channels including, Voice, Live Chat, SMS Text, eMail, Survey, Call Campaigns, Social, etc.
Lead Salesforce release management, including testing, documentation, and user training
Manage data imports, exports, and data quality initiatives using tools like Data Loader and third-party integrations
Monitor system performance, conduct regular audits, and ensure platform security and compliance
Provide mentorship and guidance to junior admins or analysts, and serve as a subject matter expert for Salesforce best practices
Serve as the primary system administrator for Salesforce Service Cloud, configuring functionality for large multi-center support teams, and field locations
Stay current with Salesforce updates, features, and industry trends to proactively recommend enhancements
Performs other duties as assigned
Travel
Up to 10%
Qualifications Employment is contingent on
Background investigation (company-wide)
Drug screen (when applicable for the position)
Valid driver’s license in state of residence with a clean driving record (when applicable for the position)
Required Education And/or Experience
Advanced degree or equivalent years of experience and certifications, preferably in Computer Science, Information Systems, Business, or related field
Five years of hands-on Salesforce Service Cloud administration experience, with experience with large multi-group and multi-site customer support/call centers
Expert in all Case Management and Omni-Channel functions and best practice architecture
Multiple Salesforce Certifications, including Administrator certifications
Proven experience with Salesforce Lightning, Flow Builder, and advanced automation
Strong understanding of Salesforce security, sharing rules, and data architecture
Excellent problem-solving, communication, and project management skills
Preferred Education And/or Experience
Experience in the Healthcare Industry or similar
Experience with Service Cloud third-party integrations (e.g., Service Cloud Voice, Cisco Webex Call Center, SMS Text/email, etc).
Familiarity with Agile methodologies and tools like Jira, Monday.com, etc.
Salesforce Advanced Administrator or Platform App Builder certification
One year of related work experience, preferred
Skills And Competencies
Accurately perform simple mathematical calculations
Effectively communicate in English; both oral and written
Interpret a variety of communications (verbal, non-verbal, written, listening and visual)
Maintain confidentiality, discretion and caution when handling sensitive information
Multi-task along with attention to detail
Self-motivation, organized, time-management and deductive problem solving skills
Work independently and as part of a team
Machines, Equipment And Technical Abilities
Email transmission and communication
Internet navigation and research
Microsoft applications; Outlook, Word and Excel
Office equipment; fax machine, copier, printer, phone and computer and/or tablet
Physical Demands
Lift and carry office equipment at times, occasionally moves equipment such as a personal computer or display weighing up to 25 pounds
Requires sitting, walking, standing, talking and listening
Requires close vision to small print on computer and/or tablet and paperwork
Rotech Information Benefits
Generous paid time Off and paid holidays
Overtime pay for non-exempt hourly positions based on business needs
Commission for Account Executives
Fixed and variable rate car reimbursement for Area Managers and Account Executives
Employee discount program
Employee recognition program
Bonus and incentive opportunities
Mileage reimbursement (when applicable for the position)
Telephone reimbursement (when applicable for the position)
EAP
401k
Medical, Prescription, Dental and Vision
HSA and FSA/Dependent Care FSA
Life Insurance, Disability, Accidental death, Identity protection and Legal services
Mercer wellness programs
Healthcare program details vary by location
Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.
Rotech Healthcare Inc. recruits, employs, trains, promotes, transfers, separates from employment and compensates employees without regard to membership in, association with, or perception of race, color, age, gender, gender identity, religion, creed, national origin, ancestry, citizenship, marital status, veteran status, sexual orientation, physical or mental disability, pregnancy or any other personal characteristic protected by applicable federal, state and local laws governing nondiscrimination in employment in each locality where Rotech has employees.
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