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Posted 2 months ago
Requirements and responsibilities
Your Impact on Our Mission:
- You will be part of a high-caliber Revenue Technology team, helping to maintain continuity and delivery quality across the company's CX systems during a critical period.
- In this role, you will serve as an execution-focused partner for L3 support and planned roadmap work — keeping our CX & Ops platforms stable, our internal teams unblocked, and new features and functionality flowing to stakeholders on time.
You'll Enjoy This Role If You:
- Want to make a real, immediate impact by keeping critical systems running and internal teams productive.
- Empathize deeply with end-user experience and take pride in prompt, complete resolutions.
- Are comfortable operating in a structured but fast-moving environment where priorities can shift.
- Are curious, resourceful, and driven to learn new platforms quickly.
Your Day-to-Day Is:
- Handling L3 escalation for internal teams across Customer Experience and Operations as they utilize solutions built on Service Cloud, Amazon Connect & Service Cloud Voice, Assembled, Forethought, Messaging In-App and Web, and Maestro.
- Executing senior admin-level sprint tickets including configuration updates, new automation, and enhancements for CX and Ops platforms.
- Meeting with business analysts and tech leads to discuss priorities and tradeoffs.
- Creating and updating system and user documentation.
- Participating in standups, sprint estimation, and grooming ceremonies.
You'll Be Successful in This Role If You Have:
- A Salesforce Certified Platform Administrator certification and a Platform App Builder, Service Cloud Consultant, or Salesforce Certified Platform Administrator II (or equivalent experience).
- Experience handling L3 technical support escalations for internal teams or end users.
- Familiarity with CX tooling and AI features (e.g., Service Cloud, Amazon Connect, Assembled, Forethought, Maestro, Jira Service Desk).
- Strong organizational and time management skills, with the ability to manage a high volume of support requests.
- Excellent verbal and written communication skills.
- Comfort operating asynchronously and independently in a remote environment.