Position Summary:
Ping Identity is seeking a Senior Salesforce Service & Experience Cloud Administrator to join our dynamic Information Systems team. This role involves managing and enhancing Salesforce Service Cloud and Experience Cloud to deliver scalable, user-centric solutions. Leveraging AI-driven tools, Knowledge-Centered Service (KCS) best practices, and milestone tracking, the Administrator will empower internal teams and external stakeholders, optimizing collaboration, engagement, and service delivery.

Responsibilities Service Cloud Administration: Configure and optimize Salesforce Service Cloud, including case lifecycle management, case routing, and service-level agreements (SLAs). Enhance features such as knowledge management, Slack Integration, Entitlements and milestone tracking to improve case resolution. Implement AI-driven features such as Einstein Bots, case classification, and Next Best Action recommendations. Ensure seamless integration of Service Cloud with Experience Cloud for unified user experiences. Experience Cloud Administration: Design, configure, and manage Salesforce Experience Cloud, creating branded communities, portals, and self-service sites. Optimize user engagement through intuitive navigation, secure access, and custom workflows. Collaborate with stakeholders to gather requirements, design solutions, and implement enhancements for Experience Cloud. Integrate Experience Cloud with Service Cloud to support cohesive customer and partner interactions. Knowledge-Centered Service (KCS): Develop, maintain, and optimize the knowledge base using KCS best practices to enhance self-service and agent efficiency. Leverage AI and intelligent search tools to improve article suggestions and case deflection rates. AI Integration and Optimization: Implement and manage Salesforce Einstein and other AI-driven tools for predictive analytics and intelligent automation. Evaluate and enhance AI solutions to improve functionality across Service Cloud, Experience Cloud, and KCS. General Administration: Manage profiles, roles, and sharing settings to maintain secure access for community users, internal users, and partners. Build and maintain Lightning components, flows, validation and approval rules, and process automation to meet evolving business needs. Ensure seamless integration of Salesforce with third-party applications and external systems like NetSuite. Conduct system audits and troubleshoot issues to ensure data integrity and optimal platform performance. Personal Attributes Strong written and verbal communication skills. Organized, detail-oriented, and capable of managing multiple priorities. Proactive, collaborative, and service-oriented, with a passion for problem-solving. Innovative thinker who translates complex needs into scalable solutions. Knowledge & Experience 5-7+ years of experience configuring and administering Salesforce Service and Experience Cloud. Salesforce Administrator certification is required.  Other Salesforce certifications (e.g., Platform App Builder, Service Cloud Consultant, Experience Cloud Consultant) are preferred. Expertise in Service Cloud tools, including case and entitlement management, case routing and assignment, and Einstein AI. Proficient in Experience Cloud features such as Community Builder, custom branding, and user workflows. Familiarity with KCS principles and best practices as well as related applications (ie. Coveo).  Familiarity with BI tools (Tableau, Power BI etc.). Knowledge and experience deploying with devops tools (Gearset experience preferred).  Experience with Slack Integration and Case Swarming. Knowledge of AI-driven solutions, including Einstein Analytics and predictive automation. Proficient in Salesforce Lightning, process automation, and integrations with third-party tools. Experience with milestone tracking, SLA management, and Agile development practices.

USA: $120,000 to $150,000
In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.