Salesforce Administrator

Roku•San Jose, CA

11h•$153,100 - $178,900•Hybrid

About The Position

Roku is changing how the world watches TV. Roku is the #1 TV streaming platform in the U.S., Canada, and Mexico, and we've set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers. From your first day at Roku, you'll make a valuable - and valued - contribution. We're a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines. Our Customer Support Technology Product and Program management team enables a global support organization and self-service ecosystem that supports our human advisors and millions of customers. We own the technology systems that power our support operations team, including our CRM (Salesforce Service Cloud), telephony/CTI integrations, knowledge workflows, dashboards/analytics, and continuous improvement of agent productivity and customer satisfaction. You’ll work closely with product and program management, support operations, engineering, data science, and more to deliver a compelling support experience. Roku is committed to providing industry-leading customer support through intelligent, streamlined agent tools and world-class service experiences. We’re seeking a hands-on Salesforce Administrator to join our support technology team, build out our Service Cloud capabilities, and partner with engineering to deliver a best-in-class agent platform. You will own the day-to-day administration and evolution of our Salesforce Service Cloud platform for support operations. Your responsibilities will include user management, configuration, automation, reporting, and support for existing integrations. You will serve as the administrator partner to agent teams and collaborate closely with engineering (Salesforce developers) and product teams on enhancements and integrations. This includes gathering requirements and delivering scalable platform improvements. The position is a high-impact role in a fast-moving support environment. At Roku, we don't just use AI, we work with it. AI agents and smart tools help power drafts, analysis, and repetitive workflows, while our people bring direction, judgment, and accountability. We value curious, adaptable builders who can show how they've used AI, agents, or automation to move faster, improve quality, and scale their impact. Strong candidates can frame problems, guide AI-assisted work, validate output, and learn quickly. Above all, they bring curiosity, adaptability, and sound judgment. For this role, that means staying ahead of Salesforce's AI direction. We want an admin who already tracks these changes, has a point of view on how they could speed up our Service Cloud work, can tell what’s ready to use and use it.

Requirements

2–5 years of hands-on experience as a Salesforce Administrator in a customer support, service, or contact-center context.
Experience supporting agent workflows and service operations in Salesforce Service Cloud.
You are a Salesforce Certified Administrator.
Excellent documentation, training, communication and stakeholder-collaboration skills.
Experience working with engineering teams, 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).
Hands-on experience configuring Agentforce agents or Prompt Builder templates (topics, actions, instructions, testing).
Understanding of how external tools and agents connect to Salesforce (APIs, MCP, OAuth) and the security model around them.
Salesforce Certified Service Cloud Consultant (or other cloud cert such as Sales Cloud, Field Service, Nonprofit Cloud).
Salesforce Certified Agentforce Specialist.
Experience using AI tools in a sandbox to build or review Salesforce configuration, and a view on where they fail.
Familiarity with Data 360 (Data Cloud) concepts.
Experience integrating Amazon Connect with Salesforce (telephony/CTI, call routing, screen-pop, call logging).

Responsibilities

Configure and fine-tune our Salesforce Service Cloud setup — think workflows, custom fields, layouts, integrations, and beyond — to power smarter, faster service across the business.
Stay up to date on Salesforce capabilities and work closely with CX leadership to shape the technology roadmap that supports our vision and drives business success.
Champion efficiency: continuously assess our systems and processes to identify opportunities that boost team productivity, improve user experience, and enhance customer satisfaction.
Oversee data integrity within the Salesforce Service Cloud instance, ensuring data compliance and security via security reviews, release updates, and health checks.
Lead Salesforce projects from start to finish — whether it’s a new integration, major upgrade, or process overhaul — delivering on time and within budget.
Create and maintain individual reports, dashboards, and reporting infrastructure to provide stakeholders with real-time and historical visibility into key performance metrics and operational details.
Evaluate and pilot Salesforce AI capabilities (Agentforce, Agent Builder, Prompt Builder, headless and MCP access) against our roadmap, and recommend what to adopt, what to wait on, and how we'd test it.
Use AI tools (such as Claude Code or Agentforce Vibes) in a sandbox to speed up configuration, documentation, and testing, and review and test everything before it ships.
Govern how AI agents and AI tools access Salesforce: purpose-built permission sets, field-level security, OAuth and external client app settings, and audit and monitoring so we can see what an agent did and why.
Prepare our data and knowledge for AI: ensure data quality, field design, and knowledge structure so agents have accurate context.
Collaborate with stakeholders across the company to understand goals, gather requirements, and deliver smart, scalable solutions, and be the go-to communicator for platform changes and updates.
Create and maintain technical documentation that reflects our current Salesforce usage and enables continued scaling of Service Cloud.
Maintain vendor relationships with Salesforce and other strategic technologies that integrate with Service Cloud.