Adv-Slack Platform & Svc Cloud

POSITION OVERVIEW:

Responsible for the day-to-day configuration, governance, and operational health of both Slack and Service Cloud, and services as the primary administrator for Agentforce agent deployment across collaboration and service channels. Role also covers Experience Cloud portal administration as the self-service platform matures.

ESSENTIAL FUNCTIONS:

• Oversee Slack workspace administration including channel governance (naming conventions, lifecycle policies, archival rules), permission structures, guest access controls, and compliance-grade retention settings appropriate for a publicly traded company.
• Configure and maintain Slack SSO integration with Okta (SAML 2.0), DLP policy enforcement within Slack, eDiscovery/legal hold configurations, data residency compliance, and audit log monitoring in coordination with IT/IAM and the VP CISO.
• Administer Slack Workflow Builder configurations for commercial teams: deal stage notifications, territory alerts, case escalation workflows, approval routing, and CRM-triggered channel notifications from Sales Cloud and Data Cloud.
• Serve as the primary administrator for Agentforce agent deployment in Slack and Service Cloud channels, including SDR Agent, Sales Coach Agent, Service Agent, Customer Insights Agent, and Employee Help Agent. Manage agent configuration, permission sets, testing, and monitoring.
• Oversee Service Cloud administration for the Rise and Shine clone and lead the Wave 2 full-Service Cloud modernization: case management configuration, omni-channel routing rules, entitlement and SLA configuration, escalation rules, and Knowledge Base administration.
• Administer Experience Cloud portal environments including community user management, portal page configuration, identity flows (Anonymous to Manage to Unified), and self-service case submission and knowledge access.
• Configure and oversee Service Cloud Voice / telephony integrations, including Five9 BYOT integration (Wave 2), CTI adapter configuration, call logging, screen pops, and click-to-dial functionality.
• Oversee Slack app ecosystem governance: evaluate, security-review, and deploy approved integrations (Tableau embeds, Zoom, task management connectors) using scoring with documented business cases. Enforce no-unapproved-app policy.
• Administer Slack-to-Salesforce integration configurations including real-time CRM notifications (deal stage changes, territory alerts, case escalations), account collaboration channels, and Data Cloud-triggered alert routing.
• Track and report on Slack platform health metrics using the AIM framework: Adoption (license utilization, active workspace ratio, workflow adoption rate), Integrity (channel hygiene, bot/integration reliability, SSO compliance), Metrics (time-to-response for deal alerts, workflow completion rates).
• Oversee Agentforce agent monitoring and optimization: track agent response accuracy, escalation rates, user satisfaction, and conversation volumes. Configure agent guardrails, escalation thresholds, and feedback loops.
• Oversee vendor relationships for Slack ecosystem partners, telephony providers (Five9), and Agentforce licensing. Serve as the technical contact for vendor integration troubleshooting and contract compliance.
• Support UAT execution for Slack integration releases, Service Cloud deployments, and Agentforce agent launches. Maintain test scripts, environmental configurations, and rollback procedures.
• Partner with the Level 5 Principal Administrator on cross-cloud security requirements affecting Slack and Service Cloud, including Shield coverage gap mitigation and DLP enforcement in collaboration channels.
• Comply with all applicable laws/regulations, as well as company policies/procedures.
• Perform other duties as assigned.

Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

QUALIFICATIONS:

• Bachelor's degree in business, information systems, computer science or related field
• Five (5) years of Salesforce administration experience with at least 2 years administering Slack Business+ or Enterprise Grid in an enterprise environment.
• Demonstrated experience with Service Cloud administration including case management, omni-channel routing, entitlement management, and Knowledge Base configuration.
• Hands-on experience configuring Slack governance: channel naming standards, retention policies, permission models, eDiscovery workflows, and audit log monitoring.
• Experience with Slack SSO integration (Okta SAML 2.0 or equivalent) and enterprise DLP policy configuration within Slack.
• Working knowledge of Salesforce-to-Slack integration patterns including CRM notification architecture, Workflow Builder implementations, and channel automation.
• Experience with or strong aptitude for Agentforce, conversational AI agents, or AI chatbot deployment within collaboration or service platforms.
• Understanding of Experience Cloud portal administration including community user management, identity flows, and self-service configuration.
• Salesforce certifications required: Salesforce Administrator. Preferred: Advanced Administrator, Service Cloud Consultant, Slack Certified Admin.
• Experience managing platform vendor relationships and evaluating third-party integrations with documented security review processes.
• Experience administering Agentforce agents (SDR Agent, Sales Coach, Service Agent) or equivalent AI agent platforms.
• Familiarity with telephony/CTI integrations (Five9, Amazon Connect, or equivalent) with Service Cloud Voice.
• LTL freight, logistics, or supply chain industry experience.
• Experience with Experience Cloud portal deployment for customer self-service.
• Background in enterprise collaboration tool migrations or platform consolidation projects.

Preferred Skills & Knowledge:

Strong hands-on experience with Salesforce Administration, including user management, security model, workflows, and platform configuration. Salesforce certifications highly preferred, including Salesforce Administrator, Advanced Administrator, and Service Cloud Consultant. Proven expertise in Slack Administration, including workspace management, app integrations, automation, and governance. Relevant certification such as Slack Certified Admin strongly preferred. Deep knowledge of Salesforce Service Cloud, including case lifecycle management, entitlements, omni-channel routing, and service console optimization. Experience designing and supporting case management processes to improve customer support efficiency and user experience. Ability to integrate and optimize workflows between Slack and Salesforce to enhance collaboration and real-time service operations. Experience configuring and maintaining automations, alerts, and notifications across both Salesforce and Slack platforms. Strong understanding of business process design, with the ability to translate operational needs into scalable system solutions. Experience working with cross-functional stakeholders to gather requirements and implement service-focused solutions. Solid troubleshooting and problem-solving skills in complex, enterprise support environments. Familiarity with data management, reporting, and dashboards to drive service performance insights.

Work CONDITIONS:

• Some travel required

Pay Transparency:
The compensation listed reflects the pay range or rate of pay reasonably expected for this posted position at the posted location(s). If this opportunity includes multiple job levels, the pay information represents the minimum and maximum range for all levels. Actual pay is determined by job-related factors permitted by law and relevant to the position, such as experience, tenure, market level, pay at the location for this job, performance, schedule, and work assignment. Eligible employees offered health, vision, dental, life, AD&D, STD and LTD insurance, employee assistance program, personal/sick paid time, 401(k) retirement savings plan, bonus potential, tuition reimbursement, adoption assistance, 2 weeks paid parental leave, paid bereavement, employee discounts, 6.67-13.34 hours vacation per month based on service time, 8 paid holidays.

Pay Range: $83,799.00 - $160,894.00 per year

Colorado Pay Ranges: Colorado Springs, Grand Junction $89,665 - $143,465; Henderson, Mead $94,693 - $151,509; Gypsum $100,559 - $160,894

Illinois Pay Ranges: Effingham, Kankakee, Lincoln, Quincy, Rockford, Aurora $89,665 - $143,465; Bolingbrook, Chicago Heights, Des Plaines, Elmhurst, Forest View, Joliet, Schaumburg, Summit-Argo, Zion $100,559 - $160,894

New York Pay Ranges: Plattsburgh, Buffalo, Watertown, North Chili, East Syracuse, Nichols $89,665 - $143,465; Bethpage, Montgomery, West Babylon $100,559 - $160,894

New Jersey Job Postings: $83,799.00 - $130,727.00 per year
This compensation range is a reasonable estimate of the current starting pay range in NJ. If this opportunity includes multiple job levels, the range is a reasonable estimate of the current starting salary for the lowest level to the current starting salary of the highest level. Actual starting pay is determined by experience relative to the job, market level, specific location and other job-related factors permitted by law. Regular full & part-time employees (who complete 91 days of employment and work a minimum average of 12 hours per week) are eligible to enroll in medical, dental, and/or vision coverage, tuition reimbursement. Full/part-time employees who are age 21 are eligible for 401(k) after one month of employment.