Senior Platform Engineer

Remote

Colombia

We're looking for an experienced Salesforce Service Cloud Administrator to manage and optimize a large-scale org (1M+ records), lead enterprise implementations, and build scalable automations using Flow, SOQL, and Apex. This role requires deep Service Cloud expertise, strong problem-solving skills, and hands-on experience with DevOps and AI tools.

Requirements

Salesforce Service Cloud Admin – MUST HAVE:

• 4–6 years hands-on administering Salesforce Service Cloud with 1 million records and hundreds of active users, including permission set & role hierarchy design, release management, and org health monitoring.
• A deep understanding of the Salesforce CRM platform, including its architecture, limits, and data security models.
• Developers should be proficient in using declarative tools as well as custom code when necessary.

Certifications:

• Salesforce Certified Service Cloud Consultant
• Administrator
• Platform Developer 1
• Platform App Builder

Omni-Channel:

• Can configure Omni-Channel routing, assignment rules, and macros.
• Experience with reports, dashboards, and automations.
• Reporting, automations, and case responsive optimization across channels.

Data Management and SOQL (Must-Have):

• Proficient in SOQL (Salesforce Object Query Language) to query the database efficiently.
• Strong understanding of data modeling, including objects, fields, and relationships, for designing scalable solutions.
• Familiar with data migration and management best practices.
• LWCs experience should match.

Flows and Configuration (Must-Have):

• Expert use of flows, formula fields, validation rules, and assignment rules to meet complex requirements without overengineering.

Service Cloud Voice (Must-Have):

• Experience configuring and managing a Service Cloud Voice call center in Salesforce such as Amazon Connect, Natterbox, Vonage, or RingCentral.

Documentation (Must-Have):

• Creates concise technical documentation, change sets, architecture and data flows, as well as release notes and in-app guidance.

Nice to Have

• Hands-on experience configuring and deploying Experience Cloud sites.
• AI: Hands-on experience building and deploying an Agentforce agent.
• Hands-on experience building and deploying AI Voice.
• Einstein AI Tools: Production-grade experience with Salesforce products including Service Analytics, Service Intelligence, enhanced chat bots, and case classifications.
• DevOps and Agile Methodologies: Familiarity with DevOps practices such as continuous integration and continuous delivery (CI/CD) and Agile methodologies for efficient development and faster releases.
• Experience with deployment tools such as Salesforce DevOps Center, Copado, and Gearset.

Additional Certifications:

• Advanced Administrator
• Salesforce Certified Agentforce Specialist
• Application Architect
• Experience Cloud

Responsibilities

• Maintain a complex Salesforce Service Cloud org with 1M+ records and hundreds of users.
• Lead and support enterprise-level Service Cloud implementations.
• Collaborate with ServiceOps to translate business needs into scalable Salesforce solutions.
• Design and build automation using Flow Builder, SOQL, and Apex.
• Manage and optimize lead workflows, data cleansing, and campaigns.
• Integrate Salesforce with external systems (PoS, Data Lakes, APIs, third-party tools).
• Utilize DevOps tooling (Gearset, Copado, DevOps Center, GitHub) and manage version control.
• Leverage Agentforce and Einstein product suite for advanced sales enablement.
• Monitor system performance, manage data backups, and ensure platform reliability.
• Support multi-channel operations (web, email, inbound).
• Prepare and maintain comprehensive documentation: technical specs, change sets, release notes, in-app guidance, stakeholder communication.
• Collaborate with developers, analysts, and business teams using Agile and DevOps practices (CI/CD pipelines).

We offer:

Well-being:

• 10 working days of Paid Day Off within an individual year.
• Up to 15 working days of Unpaid days off within an individual year.

Professional Growth:

• Sombra University courses – enjoy a range of learning opportunities through Sombra University. It offers many educational courses, as well as educational lectures on a variety of topics.
• Sombra Around Tech – community attendance – Sombra unites engineers and experts in several areas: Front-end, Back-end, QA, DevOps, and Вusiness Analysis.
• Mentorship program – available on request.
• UDEMY online course platform – stay up-to-date with the latest technologies and programming languages.
• English courses and Speaking Club – attend English classes twice a week in small groups.

Added advantages:

• Work equipment (Laptop, monitor, and small devices compensation).
• Sombra's referral program.
• If you know someone you believe is a good fit for our cooperation, you can recommend them and get a reward.
• Public Holidays – celebrate 18 statutory holidays in Colombia.
• Sombra events – Join Sombra's traditional events (both online and offline).