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Hyderabad, Telangana, India
Hybrid
We are seeking a Principal System Administrator to own and evolve the systems that power a complex, engineer-led support organization.
This role is the primary owner of Salesforce Service Cloud for Support, responsible for ensuring the system accurately reflects how complex technical issues are diagnosed and resolved—not forcing workflows that oversimplify the work.
Unlike traditional admin roles focused on ticketing efficiency, this role emphasizes designing systems that support nuanced, non-linear workflows, while maintaining clarity, usability, and data integrity.
This role will partner closely with Support Operations, IT (Salesforce Sales admins), Product, and Engineering, and will play a key role in implementing AI-enabled capabilities in a thoughtful, controlled way.
This role reports to the Customer Operations leader.
Salesforce Service Cloud Ownership
Serve as the primary administrator for the Support instance of Salesforce Service Cloud
Own configuration including:
Case lifecycle and status models
Fields, layouts, and page design
Routing and assignment logic
Automation (Flows, validation rules, etc.)
Product Additions (Organic or through M&A)
Ensure the system reflects real support workflows, not idealized or overly rigid processes
System Design & Optimization
Continuously refine system structure to improve:
Usability for support engineers
Data quality and reporting reliability
Alignment to product architecture and issue types
Balance simplicity and flexibility—avoiding unnecessary complexity while supporting nuanced workflows
Integrations & Data Architecture
Own integrations between Salesforce and:
Microsoft Fabric (data pipelines)
Gainsight (support signals into customer health)
Other tools (e.g., Slack, Jira, AI platforms)
Partner with IT and data teams to ensure data integrity, reliability, and scalability
AI & Automation Enablement
Lead implementation and configuration of AI-enabled tools (e.g., Forethought, Agentforce), including:
Case intake and triage
Knowledge generation
Workflow augmentation
Ensure AI enhances—not degrades—the quality of complex support interactions
Establish guardrails and monitoring for AI-driven workflows
Collaboration & Governance
Partner with:
Support Ops Manager (workflow and process design)
Support Ops Analysts (data structure and reporting needs)
IT Salesforce team (alignment with broader SFDC governance)
6–9 years of experience as a Salesforce Administrator, with deep focus on Service Cloud
Proven experience owning a complex support or service environment, not just sales workflows
Strong hands-on experience with:
Flows, automation, and case management design
Data modeling and system architecture
Experience integrating Salesforce with external systems (data platforms, CS tools, etc.)
Familiarity with the Microsoft Fabric ecosystem and data pipelines preferred
Experience with Gainsight integrations is a plus
Exposure to AI-enabled support platforms (Forethought, Agentforce) strongly preferred
Strong judgment in balancing flexibility vs structure in system design
What Success Looks Like
A Salesforce environment that accurately reflects real support workflows
Ownership of the configuration, expansion, and ongoing optimization of AI-enabled support tools (e.g., Forethought, Agentforce), including adapting vendor-provided implementations to fit real-world support workflows.
High system adoption and usability among support engineers
Reliable, structured data that powers trusted reporting and insights
Seamless integration of support data into Customer Success (Gainsight) and analytics platforms
Thoughtful implementation of AI that improves efficiency without oversimplifying complex work
A system that is maintainable, scalable, and adaptable over time