Sr. Salesforce Administrator (Service Cloud) HYBRID

Rotech Healthcare Inc.•Orlando, FL

6h•$120,000 - $140,000•Hybrid

About The Position

Rotech Healthcare Inc. is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound care solutions, diabetic solutions and home medical equipment. We help patients lead a more comfortable and productive life by keeping them engaged in their care and empowering them to manage their health and treatment at home. Rotech provides high quality medical products, services and outstanding customer care through hundreds of locations across 45 states. For additional information, visit our company homepage Rotech.com We are seeking a highly skilled and experienced dedicated Senior Salesforce Administrator to join our team. In this position, you will lead the administration, configuration, and optimization of our Salesforce Service / Sales Cloud platform. This role will serve as a key expert and strategic partner across departments, ensuring Salesforce is leveraged to its fullest potential to support business goals, improve user experience, and drive operational efficiency. This position pays between $120k/yr. - $140k/yr. depending on related experience, certifications and state hired in. Essential Job Duties and Responsibilities (Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.) This can be a Hybrid position out of the Orlando, FL Office, or can be primarily a Remote position, with periodic travel to the Orlando, FL Office for the right candidate Opportunity to work in a collaborative, mission-driven environment with cutting-edge technology

Requirements

Advanced degree or equivalent years of experience and certifications, preferably in Computer Science, Information Systems, Business, or related field
Five years of hands-on Salesforce Service Cloud administration experience, with experience with large multi-group and multi-site customer support/call centers
Expert in all Case Management and Omni-Channel functions and best practice architecture
Multiple Salesforce Certifications, including Administrator certifications
Proven experience with Salesforce Lightning, Flow Builder, and advanced automation
Strong understanding of Salesforce security, sharing rules, and data architecture
Excellent problem-solving, communication, and project management skills

Nice To Haves

Experience in the Healthcare Industry or similar
Experience with Service Cloud third-party integrations (e.g., Service Cloud Voice, Cisco Webex Call Center, SMS Text/email, etc).
Familiarity with Agile methodologies and tools like Jira, Monday.com, etc.
Salesforce Advanced Administrator or Platform App Builder certification
One year of related work experience, preferred

Responsibilities

Collaborate with cross-functional teams (Customer Service, Sales, Marketing, IT) to gather requirements and translate them into scalable Salesforce solutions
Operate effectively in a fast‑paced, high‑demand Agile environment, adapting to shifting priorities, evolving requirements, and rapid delivery timelines.
Deep experience with roles, profiles, permission sets, public/private groups, sharing rules, user setup, and data visibility and integrity based on a hiarchial setup, e.g. Locations roll up to Area, which roles up to Region, which roles up to Division, etc.
Design, implement, and maintain custom objects, page layouts, workflows/flows, validation rules, process builders, and other automation tools
Evaluate and implement AppExchange solutions and integrations with other enterprise systems
Experience in developing Salesforce Reports, from basic to complex with multi-object joins, including visibility by appropriate profile, role, etc.
Experience to setup and configure Knowledgebase for streamlined usage within Salesforce for internal users, as well as on the Experience Cloud Portal for our customers, to allow for Self-Service, including Next Best Action recommendations
Experience with Call Center CTI Integration with Service Cloud Voice, preferably with Cisco Webex Call Center, or similar call center technology
Experience with configuring Home Page Dashboards, for different groups/roles, in a hiarchial approach so the supervisors up the chain automatically see their teams KPI's, as well as their Case Queues
Experience with setting up AI Bots / Agentforce for Case Deflection on our Customer Experience Cloud Portal, and also auto assistance within Salesforce to help internal users
Heavy emphasis and expertise required for all aspects of Case Management, including but not limited to Case Queues, Case Teams, Case Flows, Skills Routing, Case Routing Rules, Escalation Rules, Entitlements/SLAs, Dynamic Case Layouts based on Case Type/SubTypes, etc.
Heavy emphasis on Omni-Channel Configuration and Auto Routing based on rules and skills for different support teams, for all communication channels including, Voice, Live Chat, SMS Text, eMail, Survey, Call Campaigns, Social, etc.
Lead Salesforce release management, including testing, documentation, and user training
Manage data imports, exports, and data quality initiatives using tools like Data Loader and third-party integrations
Monitor system performance, conduct regular audits, and ensure platform security and compliance
Provide mentorship and guidance to junior admins or analysts, and serve as a subject matter expert for Salesforce best practices
Serve as the primary system administrator for Salesforce Service Cloud, configuring functionality for large multi-center support teams, and field locations
Stay current with Salesforce updates, features, and industry trends to proactively recommend enhancements
Performs other duties as assigned

Benefits

Generous paid time Off and paid holidays
Overtime pay for non-exempt hourly positions based on business needs
Commission for Account Executives
Fixed and variable rate car reimbursement for Area Managers and Account Executives
Employee discount program
Employee recognition program
Bonus and incentive opportunities
Mileage reimbursement (when applicable for the position)
Telephone reimbursement (when applicable for the position)
EAP
401k
Medical, Prescription, Dental and Vision
HSA and FSA/Dependent Care FSA
Life Insurance, Disability, Accidental death, Identity protection and Legal services
Meru Health Mental health and Mercer SmartConnect Medicare programs
Livongo Diabetes and High Blood Pressure programs
Healthcare Bluebook and RX Savings solutions programs
HEPB and TB vaccinations