Wedgewood · 8 hours ago
Salesforce Administrator – Service Cloud (Service Cloud Voice & Amazon Connect)
Swedesboro, NJ
Full-time
Hybrid
Mid Level
$90K/yr - $110K/yr
3+ years expWedgewood is the nation’s largest and most trusted provider of compounded veterinary medications, recently merging with Blue Rabbit to enhance their software offerings for veterinarians. The Salesforce Administrator will specialize in Service Cloud, focusing on optimizing customer service operations and integrating tools like Service Cloud Voice and Amazon Connect.
PharmaceuticalVeterinary
Responsibilities
Salesforce Service Cloud Administration
Administer and configure Salesforce Service Cloud, including: Case management, Omni-Channel, Queues, routing, and entitlements, Knowledge, macros, and console apps
Customize objects, fields, page layouts, record types, validation rules, and flows to support service workflows
Support and enhance Service Console experiences for agents and supervisors
Configure and support Service Cloud Voice integrations
Administer and maintain Amazon Connect (AWS Connect) integration with Salesforce
Troubleshoot call routing, agent states, call recordings, transcripts, and CTI issues
Partner with telephony, DevOps, or infrastructure teams on Amazon Connect enhancements and deployments
Support voice-related reporting and dashboards for operational leadership
Maintain strong awareness of data relationships, dependencies, and downstream impacts across Salesforce
Ensure data quality, consistency, and governance within Service Cloud and related objects
Support reporting and dashboards for: Contact center performance, Case lifecycle metrics, Voice and Omni-Channel KPIs
Understand and mitigate the impact of configuration changes on: Automations (Flows, Process Automation), Integrations, Reports and dashboards, User experience
Build and maintain Flows (record-triggered, screen flows) to streamline service processes
Identify opportunities to reduce manual work and improve agent efficiency
Support UAT, regression testing, and production releases
Act as a trusted partner for: Customer Support leadership, Contact center operations, Business analysts and product owners
Gather requirements, propose solutions, and translate business needs into scalable Salesforce configurations
Provide Tier 2/3 support for Salesforce Service Cloud issues
Qualification
Required
3+ years of Salesforce Administrator experience with a strong focus on Service Cloud
Hands-on experience supporting or administering Service Cloud Voice
Experience integrating or supporting Amazon Connect (AWS Connect) with Salesforce
Strong understanding of Salesforce data model, Object relationships and data dependencies and the impact of configuration changes on reporting, automation, and integrations
Experience with Salesforce automation tools (Flows, validation rules)
Hands on experience with building Bots for Service capabilities
Possess strong troubleshooting and problem-solving skills
Ability to work effectively with both technical and non-technical stakeholders
Strong attention to detail and data accuracy
Clear communicator with a customer-first mindset
Comfortable managing multiple priorities in a fast-paced support environment
Proactive and solution oriented
Preferred
Salesforce Administrator Certification (ADM-201)
Experience in a contact center or customer support environment
Familiarity with Salesforce Omni-Channel Supervisor; CTI troubleshooting; Voice analytics or call transcription data
Understanding of AWS concepts related to Amazon Connect
Experience working in Agile or Scrum environments
Benefits
A comprehensive benefits package that includes health, dental, and flexible spending accounts
401(k) retirement plan with a generous company contribution to help you save for the future
Company Paid Life and disability insurance
Access to voluntary insurance options
A generous paid time off program that increases every year
Tuition reimbursement
Opportunity for growth - We believe in promoting from within and do so through our internal job posting program!
Company
Wedgewood
Wedgewood is the nation’s largest and most trusted provider of compounded veterinary medications.
1001-5000 employees
H1B Sponsorship
Wedgewood has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (2)
2022 (2)
2021 (1)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
unknown2020-12-09Acquired
Leadership Team
Robert Palmer
Chief Operating Officer (COO)
Recent News
EIN Presswire
2025-12-04
2025-08-06
Company data provided by crunchbase