Platform Administrator (Salesforce Service Cloud & CCaaS)

About Us SharkNinja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people’s lives in homes around the world. Powered by two trusted, global brands, Shark and Ninja , the company has a proven track record of bringing disruptive innovation to market and developing one consumer product after another has allowed SharkNinja to enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than 4,100 associates, the company’s products are sold at key retailers, online and offline, and through distributors around the world. Role Overview We are seeking a motivated and detail-oriented CX DevOps & Platform Administrator to support and maintain our customer experience technology platforms, with a primary focus on Salesforce Service Cloud and Enterprise CCaaS platform (Zoom, familiarity with Genesys, Amazon Connect is also relevant) . This role plays a key part in ensuring our CX systems remain stable, scalable, and aligned with evolving business needs. This is an ideal opportunity for an early-career professional looking to grow into CX systems development, integration engineering, or platform architecture , while gaining hands-on experience in DevOps, release management, and CX platform operations . You will work closely with CX engineers, system developers, and business stakeholders to support platform operations, assist with releases, and help implement improvements that enhance the customer and agent experience. Key Responsibilities Salesforce Service Cloud Administration Administer and support the Salesforce Service Cloud platform, including user setup, role hierarchy, permissions, and access management ensuring SOX control adherence. Configure and maintain Service Cloud features such as case management, queues, assignment rules, email-to-case, knowledge base, and service console components . Assist with creating and maintaining Flows, validation rules, and automation to support service operations. Maintain system configuration, documentation, and governance standards. Support data management activities including imports, updates, and data quality monitoring. DevOps & Release Support Assist with DevOps and release management processes across sandbox and production environments. Support configuration migrations, deployments, and release validation. Participate and lead in testing cycles , including user acceptance testing (UAT) coordination and defect tracking. Maintain version control practices and release documentation. Help improve CI/CD processes and deployment automation as the platform evolves. Platform Operations & Support Monitor platform performance and proactively identify issues affecting service operations. Troubleshoot system errors, integration issues, and workflow failures in collaboration with CX developers and IT teams. Support system upgrades, new feature releases, and configuration updates. Ensure platform changes follow established governance, security, and compliance standards. Data, Reporting & CX Insights Assist in maintaining CX reporting and dashboards within Salesforce. Support data integrity and structured data models that enable insights into the customer journey and service operations . Help analyze operational data to identify improvement opportunities within workflows and case management processes. Collaboration & Continuous Improvement Work closely with CX developers and architects to implement enhancements and new platform capabilities. Participate in process improvement initiatives that increase agent efficiency and improve customer experience outcomes. Assist in evaluating emerging CX tools, automation solutions, and AI-enabled capabilities that enhance service operations. Maintain documentation for system configurations, workflows, and integration points. Required Qualifications 1–3+ years of experience supporting Salesforce Service Cloud or a comparable CRM platform. Experience with Salesforce configuration tools including Flows, case management configuration, and basic automation . Basic understanding of DevOps concepts including environment management, testing processes, and deployment practices. Strong attention to detail and ability to manage system configuration accurately. Strong analytical and troubleshooting skills. Ability to work cross-functionally with technical and business teams. Preferred Qualifications Salesforce Administrator Certification (or actively pursuing certification). Exposure to customer service platforms or Contact Center / CCaaS technologies . Basic understanding of APIs, integrations, or middleware platforms . Familiarity with reporting tools and data visualization within Salesforce. Experience working in customer support, CX operations, or service technology environments . Key Competencies Attention to Detail: Ensures accuracy in configurations, workflows, and data structures. Technical Curiosity: Demonstrates a strong desire to learn and expand technical capabilities. Problem Solving: Investigates system issues methodically and develops practical solutions. Collaboration: Works effectively with developers, operations teams, and business stakeholders. Growth Mindset: Eager to expand skills in CX technology, automation, and platform engineering. Career Growth Opportunities This role offers a structured development path within CX technology, with opportunities to progress into roles such as: CX Systems Developer Salesforce Service Cloud Engineer CX Integration Engineer CX Platform Architect You will gain exposure to CX system architecture, automation, integrations, AI-driven CX capabilities, and advanced DevOps practices while working alongside experienced CX engineers and platform specialists. Salary and Other Compensation: The annual salary range for this position is displayed below. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate. The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, flexible spending accounts, health savings accounts (HSA) with company contribution, 401(k) retirement plan with matching, employee stock purchase program, life insurance, AD&D, short-term disability insurance, long-term disability insurance, generous paid time off, company holidays, parental leave, identity theft protection, pet insurance, pre-paid legal insurance, back-up child and eldercare days, product discounts, referral bonus program, and more. Pay Range $75,200 — $91,900 USD Our Culture At SharkNinja, we don’t just raise the bar—we push past it every single day. Our Outrageously Extraordinary mindset drives us to tackle the impossible, push boundaries, and deliver results that others only dream of. If you thrive on breaking out of your swim lane, you’ll be right at home. What We Offer We offer competitive health insurance, retirement plans, paid time off, employee stock purchase options, wellness programs, SharkNinja product discounts, and more. We empower your personal and professional growth with high impact Learning Programs featuring bold voices redefining what’s possible. When you join, you’re not just part of a company—you’re part of an outrageously extraordinary community. To gether, we won’t just launch products— we’ll disrupt entire markets. At SharkNinja, Diversity, Equity, and Inclusion are vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens SharkNinja’s innovation every day. We support ALL associates in bringing their authentic selves to work, making an impact, and having the opportunity for career acceleration. With help from our leadership, associates, and our community, we aim to have equity be a key component of the SharkNinja DNA. Learn more about us: Life At SharkNinja Outrageously Extraordinary SharkNinja Candidate Privacy Notice For candidates based in all regions , please refer to this Candidate Privacy Notice . For candidates based in China , please refer to this Candidate Privacy Notice . For candidates based in Vietnam , please refer to this Candidate Privacy Notice . We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by legislation, and local law. SharkNinja will consider reasonable accommodations consistent with legislation, and local law. If you require a reasonable accommodation to participate in the job application or interview process, please contact SharkNinja People & Culture at [email protected]