Principal System Administrator ( Salesforce Service Cloud)

country: IN all locations: [Hyderabad India] commitment: Regular Full-Time department: Global Customer Success location: Hyderabad India team: Global Customer Success Job Responsibilities: Salesforce Service Cloud Ownership  Serve as the primary administrator for the Support instance of Salesforce Service Cloud   Own configuration including:   Case lifecycle and status models   Fields, layouts, and page design   Routing and assignment logic   Automation (Flows, validation rules, etc.)  Product Additions (Organic or through M&A)   Ensure the system reflects real support workflows, not idealized or overly rigid processes   System Design & Optimization  Continuously refine system structure to improve:   Usability for support engineers   Data quality and reporting reliability   Alignment to product architecture and issue types   Balance simplicity and flexibility—avoiding unnecessary complexity while supporting nuanced workflows   Integrations & Data Architecture  Own integrations between Salesforce and:   Microsoft Fabric (data pipelines)   Gainsight (support signals into customer health)   Other tools (e.g., Slack, Jira, AI platforms)   Partner with IT and data teams to ensure data integrity, reliability, and scalability   AI & Automation Enablement  Lead implementation and configuration of AI-enabled tools (e.g., Forethought, Agentforce), including:   Case intake and triage   Knowledge generation   Workflow augmentation   Ensure AI enhances—not degrades—the quality of complex support interactions   Establish guardrails and monitoring for AI-driven workflows   Collaboration & Governance  Partner with:   Support Ops Manager (workflow and process design)   Support Ops Analysts (data structure and reporting needs)   IT Salesforce team (alignment with broader SFDC governance)   Establish best practices for change management, release cycles, and system governance   Job Qualification: 6–9 years of experience as a Salesforce Administrator, with deep focus on Service Cloud   Proven experience owning a complex support or service environment, not just sales workflows   Strong hands-on experience with:   Flows, automation, and case management design   Data modeling and system architecture   Experience integrating Salesforce with external systems (data platforms, CS tools, etc.)   Familiarity with the Microsoft Fabric ecosystem and data pipelines preferred   Experience with Gainsight integrations is a plus   Exposure to AI-enabled support platforms (Forethought, Agentforce) strongly preferred   Strong judgment in balancing flexibility vs structure in system design    What Success Looks Like  A Salesforce environment that accurately reflects real support workflows   Ownership of the configuration, expansion, and ongoing optimization of AI-enabled support tools (e.g., Forethought, Agentforce), including adapting vendor-provided implementations to fit real-world support workflows.  High system adoption and usability among support engineers   Reliable, structured data that powers trusted reporting and insights   Seamless integration of support data into Customer Success (Gainsight) and analytics platforms   Thoughtful implementation of AI that improves efficiency without oversimplifying complex work   A system that is maintainable, scalable, and adaptable over time