Senior Salesforce Administrator - Platform

Join the Ritz-Carlton Yacht Collection: Where Every Voyage is a Symphony of Luxury

Embark on an extraordinary journey with the Ritz-Carlton Yacht Collection, an exquisite extension of the renowned Ritz-Carlton brand, dedicated to redefining ultra-luxury hospitality at sea. As a "Lady or Gentleman" of our esteemed team, you'll be entrusted with the art of delivering the impeccable "Gold Standards" that have made the Ritz-Carlton an epitome of excellence across the globe.

The Essence of Excellence: The Gold Standards The Gold Standards are the bedrock of the Ritz-Carlton experience, setting us apart in the industry and establishing a legacy of unparalleled service. These standards embody the values and culture that define our brand, and serve as the compass guiding our every endeavor.

The Employee Promise

At The Ritz-Carlton, our Ladies & Gentlemen are the most important resource in our service commitment to each other and our guests.

By applying the principles of trust, honesty, respect, integrity, and commitment, we empower and nurture talent to the benefit of each individual and the company.

The Ritz-Carlton fosters a culture where all are valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened.

Join us on a journey where every day is a testament to the highest standard of luxury and service. Apply now and be part of an unparalleled legacy in hospitality.

Essential Functions

• Lead Salesforce initiatives with a strong focus on Sales Cloud and Service Cloud architecture, configuration, automation, and best practices.
• Design and implement scalable Salesforce CRM solutions supporting sales, customer service, call center operations, and operational processes.
• Configure and maintain:Leads Accounts Contacts Opportunities Cases Queues Omni-Channel Knowledge Entitlements Reports and Dashboards Service Cloud Voice

• Build and optimize Salesforce Flow automation including:Record-Triggered Flows Screen Flows Scheduled Flows Approval Processes Flow Orchestration

• Support Service Cloud capabilities including:Case Management Escalation Rules Assignment Rules Omni-Channel Routing Email-to-Case Chat-to-Case Service Cloud Voice CTI integrations

• Configure and support Amazon Connect (AWS Connect) integration with Salesforce Service Cloud Voice.
• Troubleshoot and resolve advanced Salesforce platform issues, Flow failures, Service Cloud Voice call routing issues, integrations, and data discrepancies.
• Partner with business stakeholders to gather requirements and translate them into scalable Salesforce solutions.
• Lead system enhancement and implementation projects involving Sales Cloud, Service Cloud, Service Cloud Voice, AWS Connect, and related integrations.
• Monitor Salesforce platform performance and identify opportunities for optimization and automation improvements.
• Review Salesforce seasonal releases and recommend new features and enhancements for adoption.
• Develop documentation, training materials, and support content for end users and administrators.
• Support data governance, security, sharing rules, profiles, permission sets, and role hierarchy management.
• Collaborate with integration and development teams on API integrations and external system connectivity.
• Support data migration, deduplication, and data quality initiatives.

Sales Cloud Responsibilities

• Configure and manage Sales Cloud processes including lead management, opportunity management, forecasting, and pipeline tracking.
• Build dashboards and reports for sales leadership and operational teams.
• Support territory management, assignment rules, and sales process automation.
• Implement Flow automation to improve sales productivity and data accuracy.
• Support integrations with external sales and marketing systems.

Service Cloud Responsibilities

• Configure and optimize Case Management and customer support processes.
• Implement and manage Omni-Channel routing, queues, escalation rules, and SLAs.
• Support Knowledge Base configuration and self-service capabilities.
• Configure Email-to-Case, Web-to-Case, Chat-to-Case, and Service Cloud Voice.
• Support Amazon Connect telephony integration and call center operations.
• Build reports and dashboards for service operations, agent productivity, and case analytics.
• Support customer service process improvements and automation initiatives.
• Configure call routing, screen pops, call recording integrations, and voice analytics capabilities where applicable.

Preferred Data Cloud & Marketing Cloud Experience

• Basic understanding of Salesforce Data Cloud concepts including:Data Streams Segmentation Identity Resolution Activations
• Familiarity with Salesforce Marketing Cloud including:Journey Builder Email Studio Automation Studio
• Exposure to Marketing Cloud Connect and Data Cloud integrations is a plus.
• Experience with Snowflake or external data integrations is preferred but not required.

Skills and Experience

• 5+ years of Salesforce Administration experience
• Strong hands-on experience with Salesforce Sales Cloud and Service Cloud
• Strong experience with Salesforce Flow automation and process optimization
• Experience with Service Cloud Voice and Amazon Connect (AWS Connect) integrations preferred
• Salesforce Administrator Certification required
• Salesforce Advanced Administrator Certification preferred
• Experience with:Flow Automation Omni-Channel Service Cloud Voice CTI Integrations Security & Sharing Reports & Dashboards Data Management User Support Lightning Experience
• Experience supporting integrations using APIs, middleware, or connected applications
• Strong analytical, troubleshooting, and problem-solving skills
• Excellent communication and stakeholder management skills
• Experience working in Agile project environments preferred
• Basic exposure to Salesforce Data Cloud and Marketing Cloud is a plus
• Experience with Experience Cloud is preferred

The Ritz-Carlton Yacht Collection is an Equal opportunity, inclusive employer and will consider all applicants for employment with the Company on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.