Senior Salesforce Platform Analyst HYBRID

Rotech Healthcare Inc.•Orlando, FL

10d•Hybrid

About The Position

Rotech is seeking a well-rounded Senior Salesforce Platform Analyst to support, enhance, and optimize our enterprise Salesforce environment. This role combines Salesforce administration, solution design, business analysis, platform enablement, troubleshooting, and targeted development to deliver scalable, reliable business solutions. The ideal candidate will possess strong Salesforce administration and development experience, a passion for process improvement, and a proven ability to translate business needs into effective technical solutions. Healthcare industry experience is highly preferred, particularly within provider organizations that manage referrals, orders, patient service workflows, and fulfillment processes in DME/HME, Home Health, Pharmacy, or related environments. Working closely with business stakeholders, leadership, architects, developers, contact center teams, and external vendors, this individual will play a key role in advancing Rotech's business transformation initiatives across the Salesforce ecosystem, including Service Cloud, Service Cloud Voice, Omni-Channel, Knowledge, Agentforce, and related technologies. The successful candidate must be a proactive problem solver who can effectively communicate with stakeholders at all levels, drive initiatives to completion, make sound decisions, and balance both business and technical priorities in a fast-paced environment.

Requirements

High school diploma or GED equivalent, required
Five years of experience as a Business Analyst / Administrator with at least 4 years as Sr. Salesforce Business Analyst/ Administrator
Knowledge of Agile software development processes and best practices
Knowledge of Salesforce architecture, Lightning UI (User Interface), Flow, Configuration, Data Model/Custom Objects, OmniChannel, Communities, OmniScript, etc.
Knowledge of Salesforce security model and declarative customization
Salesforce Administrator certification required.
Strong written and verbal English communication with internal teams and vendors
Analytical, problem-solving, and research skills with attention to detail
Ability to interpret and follow instructions across multiple communication formats
Self-motivated, organized, and effective at multitasking and time management
Maintain confidentiality and exercise discretion with sensitive information
Ability to work independently or collaboratively with minimal supervision
Broad knowledge of the Salesforce platform and ecosystem, including Sales Cloud, Service Cloud, Experience Cloud, Marketing Cloud, Knowledge, Agentforce, and related Salesforce technologies.
Demonstrated ability to manage multiple priorities, work independently and collaboratively, maintain strong attention to detail, and deliver high-quality results in a fast-paced environment.
Excellent communication, presentation, and interpersonal skills, with the ability to effectively collaborate with business stakeholders, vendors, technical teams, and leaders at all levels of the organization.
Experience with reporting, dashboards, data analysis, and operational metrics to support business decision-making and continuous improvement initiatives.
Hands-on experience supporting Service Cloud Voice and contact center integrations; experience with Webex Contact Center, Omni-Channel routing, agent presence, skills, queues, and capacity models is strongly preferred.
Passion for leveraging Salesforce, AI, automation, and emerging technologies to solve complex business challenges and improve user experiences.
Strong analytical, troubleshooting, and problem-solving skills with the ability to diagnose complex routing, telephony, integration, automation, and application issues across multiple platforms.
Strong business analysis, requirements gathering, process improvement, and Salesforce administration experience, including custom objects, automation, security, reporting, and data management best practices.
Working knowledge of Apex, SOQL, Lightning Web Components, APIs, integration patterns, and low-code development approaches sufficient to troubleshoot, review, and implement targeted solutions.
Email transmission and communication
Internet navigation and research
Microsoft applications, including but not limited to Word, Excel, PowerPoint, etc.
Networking, web technologies (HTML, CSS, JavaScript), Microsoft Windows
SQL, XML, JSON, Java; proficiency in JavaScript

Nice To Haves

Bachelor's degree in computer science, applications, Information Technology, or related field desired, but years of experience and certifications may be considered equivalent
Additional certifications such as Platform App Builder, Service Cloud Consultant, Platform Developer I, Agentforce Specialist, or AI Associate are highly desirable

Responsibilities

Administer and improve Salesforce Service Cloud, including Knowledge, article lifecycle management, data categories, approval processes, search optimization, content governance, and knowledge strategies that improve agent productivity and customer experience.
Analyze and troubleshoot end-to-end voice routing and agent desktop issues across Salesforce, Webex Contact Center, WebRTC, embedded connector components, automation, and related integrations.
Collaborate with product owners, project managers, architects, developers, database teams, vendors, and business leaders to create scalable solutions, process models, architecture diagrams, prototypes, reports, dashboards, and supporting documentation.
Configure, maintain, and continuously improve Salesforce using a declarative-first approach, including Flow, validation rules, approval processes, custom settings and metadata, fields, page layouts, record types, roles and hierarchies, permission sets, sharing rules, reports, and dashboards.
Develop targeted solutions using Apex, Lightning Web Components, platform events, asynchronous processing, and APIs when declarative configuration cannot fully meet business or technical requirements.
Evaluate, implement, and support Salesforce Agentforce capabilities, including AI-powered agents, conversational workflows, topics, actions, prompts, grounding data, integrations, and generative AI solutions.
Monitor platform health, routing outcomes, automation performance, data quality, security, user access, and production incidents; perform root-cause analysis using Salesforce logs, browser network data, event streams, integration logs, and vendor diagnostics.
Own or serve as a key technical administrator for Salesforce Service Cloud Voice, Webex Contact Center, and Omni-Channel routing, including queues, skills, service channels, presence, capacity models, interruptible work, and agent assignment behavior.
Partner with stakeholders to identify and document Agentforce use cases, business processes, knowledge requirements, and automation opportunities while monitoring adoption, performance, and effectiveness.
Plan, configure, test, document, and deploy platform enhancements and package upgrades through established change management, regression testing, release, and vendor-support processes.
Proactively identify functional discrepancies, process gaps, platform limitations, technical debt, risks, and opportunities for automation or simplification across Salesforce and related applications.
Review, troubleshoot, and optimize Apex, Lightning components, batch jobs, flows, integrations, and event-driven processes for reliability and performance under high-volume conditions.
Validate the interaction between Agent Work, routing records, call records, contact center events, and Salesforce automation throughout inbound calls, outbound calls, transfers, consults, holds, and wrap-up activities.
Perform other duties as assigned

Benefits

Generous paid time off and paid holidays
Overtime pay for non-exempt positions (as applicable)
Commission for Account Executives
Bonus and incentive opportunities
Fixed and variable car reimbursement for Area Managers and Account Executives
Car, mileage, and telephone reimbursement (as applicable)
Employee discount and recognition programs
Employee Assistance Program (EAP)
401(k), HSA, and FSA/Dependent Care FSA
Medical, prescription, dental, and vision coverage
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
Hepatitis B (HEPB) and TB vaccinations