Salesforce Administrator

Roku • San Jose, CA

3d • $153,100 - $178,900 • Hybrid

About The Position

Roku is seeking a hands-on Salesforce Administrator to own the day-to-day administration and evolution of its Salesforce Service Cloud platform for customer support operations. The role will build out Service Cloud capabilities and partner with agent teams, engineering, and product teams to deliver a scalable, high-quality agent platform. Responsibilities span user management, configuration, automation, reporting, data integrity, and support for existing integrations, as well as requirements gathering and delivery of platform improvements.

The administrator will help shape the support technology roadmap, lead projects and process improvements, maintain reporting and documentation, and evaluate Salesforce AI capabilities and tools. The role also includes governing AI access to Salesforce, preparing data and knowledge for AI use, and assessing and testing emerging capabilities before adoption. The position works across a global support organization and collaborates with product and program management, support operations, engineering, data science, CX leadership, and technology vendors.

Roku generally expects teams to work in the office Monday through Thursday, with Fridays generally flexible for remote work, subject to role or office-location requirements. For California, the estimated annual salary is $153,100–$178,900. The role is eligible for health insurance, equity awards, life insurance, disability benefits, parental leave, wellness benefits, and paid time off.

Requirements

• 2–5 years of hands-on Salesforce Administrator experience in a customer support, service, or contact-center context.
• Experience supporting agent workflows and service operations in Salesforce Service Cloud.
• Salesforce Certified Administrator certification.
• Excellent documentation, training, communication, and stakeholder-collaboration skills.
• Experience working with engineering teams in an agile or sprint-based development environment and balancing production support with continuous improvement.
• Bachelor’s degree in Information Systems, Computer Science, Business, or equivalent professional experience.

Nice To Haves

• Salesforce Certified Advanced Administrator (Admin II) certification.
• Hands-on experience configuring Agentforce agents or Prompt Builder templates, including topics, actions, instructions, and testing.
• Understanding of how external tools and agents connect to Salesforce, including APIs, MCP, OAuth, and the related security model.
• Salesforce Certified Service Cloud Consultant or another cloud certification, such as Sales Cloud, Field Service, or Nonprofit Cloud.
• Salesforce Certified Agentforce Specialist certification.
• Experience using AI tools in a sandbox to build or review Salesforce configuration, and a perspective on their limitations.
• Familiarity with Data 360 (Data Cloud) concepts.
• Experience integrating Amazon Connect with Salesforce, including telephony/CTI, call routing, screen-pop, and call logging.

Responsibilities

• Configure and fine-tune Salesforce Service Cloud, including workflows, custom fields, layouts, and integrations.
• Stay current on Salesforce capabilities and work with CX leadership to shape the technology roadmap.
• Assess systems and processes to identify opportunities to improve productivity, user experience, and customer satisfaction.
• Oversee Service Cloud data integrity, compliance, and security through security reviews, release updates, and health checks.
• Lead Salesforce projects from planning through delivery, including integrations, upgrades, and process overhauls, on time and within budget.
• Create and maintain reports, dashboards, and reporting infrastructure for real-time and historical operational visibility.
• Evaluate and pilot Salesforce AI capabilities, including Agentforce, Agent Builder, Prompt Builder, headless access, and MCP access; recommend adoption and testing approaches.
• Use AI tools in a sandbox to accelerate configuration, documentation, and testing, and review and test work before release.
• Govern AI agent and tool access to Salesforce through permission sets, field-level security, OAuth and external client app settings, auditing, and monitoring.
• Prepare data and knowledge for AI by maintaining data quality, field design, and knowledge structure.
• Collaborate with company stakeholders to understand goals, gather requirements, deliver scalable solutions, and communicate platform changes.
• Create and maintain technical documentation of Salesforce usage to support continued Service Cloud growth.
• Maintain vendor relationships with Salesforce and other strategic technologies integrated with Service Cloud.

Benefits

• Health insurance, including healthcare options that may include medical, dental, and vision coverage.
• Equity awards.
• Life insurance.
• Disability benefits.
• Parental leave.
• Wellness benefits, including global mental health and financial wellness support and resources.
• Paid time off and time away in accordance with local leave policies.
• Local benefits may include accident coverage, commuter benefits, and retirement options such as 401(k) or pension, subject to location and role availability.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level