Senior Systems Administrator, Salesforce - Customer Experience

Responsibilities

Who We Are :

SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners - in the car, at home, and anywhere on the go with connected devices.

Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.

This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world.

Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting.

No matter their individual role, each of our employees plays a vital part in bringing SiriusXM's vision to life every day.

SiriusXM is the leading audio entertainment company in North America, and the premier programmer and platform for subscription and digital advertising-supported audio products.

SiriusXM's platforms collectively reach approximately 150 million listeners, the largest digital audio audience across paid and free tiers in North America, and deliver music, sports, talk, news, comedy, entertainment and podcasts.

Pandora, a subsidiary of SiriusXM, is the largest ad-supported audio entertainment streaming service in the U.S. SiriusXM's subsidiaries Simplecast and AdsWizz make it a leader in podcast hosting, production, distribution, analytics and monetization.

The Company's advertising sales organization, which operates as SiriusXM Media, leverages its scale, cross-platform sales organization and ad tech capabilities to deliver results for audio creators and advertisers.

SiriusXM, through SiriusXM Canada Holdings, Inc., also offers satellite radio and audio entertainment in Canada. In addition to its audio entertainment businesses, SiriusXM offers connected vehicle services to automakers.

How you'll make an impact :

As a Senior Salesforce Systems Administrator on our Customer Experience team, you will be responsible for managing daily operations, platform upgrades, data integrity, system reliability, and optimal performance of our Salesforce Service Cloud instance.

You will collaborate with business stakeholders, engineering, and product teams to configure key functionality and enhancements on the platform, taking into consideration the impact on the broader contact center infrastructure.

You will collaborate with our Salesforce developers to drive efficiency within our Customer Service ecosystem and enhance the experience for our contact center agents who utilize the platform for their daily tasks.

You will support and maintain integrations to other internal systems and services, including contact center, identity, commerce, and data platforms for a seamless, omnichannel experience.

What you'll do :

• Collaborate with a team of world-class team of Salesforce developers and cross-functional teams to understand business requirements and translate them into scalable Salesforce Service Cloud solutions
• Lead the administration and configuration of Salesforce Service Cloud instance
• Perform system upgrades, enhancements, and maintenance tasks to ensure the stability and performance of the Salesforce platform
• Configure Service Cloud features such as case management, knowledge base, omni-channel routing, and contact center integration to optimize customer service operations
• Customize Salesforce using tools like Process Builder, Flow, and Lightning App Builder to meet specific business requirements
• Work closely with developers and technical resources to implement custom solutions using Apex, Visualforce, and Lightning Web Components
• Provide user training, documentation, and ongoing support to ensure effective adoption of Salesforce Service Cloud within the organization
• Follow CI / CD best practices and tools to streamline the deployment process
• Maintain solutions that leverage omnichannel contact center tools like AWS Connect for enhanced customer engagement and support
• Utilize your knowledge of the Salesforce ecosystem, including Data Cloud and Marketing Cloud, to enhance our implementation
• Stay updated on the latest Salesforce releases, features, and industry trends related to contact center technologies, and recommend enhancements to customer service capabilities

What you'll need :

• Bachelor's degree in Computer Science, Information Systems, or related field
• 4-7+ years of experience in Salesforce platform administration and configuration, with a focus on Service Cloud implementations
• Salesforce Certified Administrator preferred
• Strong proficiency in Salesforce configuration, customization, and administration
• Experience configuring security including SSO, permission groups, Integration users, named credentials, role hierarchy, and sharing rules
• Knowledge of Salesforce Salesforce Lightning Experience and Lightning App Builder
• Familiarity with Salesforce development languages, including Apex, Visualforce, and Lightning Web Components
• Solid understanding of contact center processes and technologies
• Understanding of CI / CD principles and experience with related tools (e.g., GitHub Actions, Copado)
• Experience with agile project management processes and tooling (Atlassian, etc.)
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels
• Must have legal right to work in the U.S.

At SiriusXM, we carefully consider a wide range of factors when determining compensation, including your background and experience.

These considerations can cause your compensation to vary. We expect the base salary for this position to be in the range of $107,000 to $166,050 and will depend on your skills, qualifications, and experience.

Additionally, this role might be eligible for discretionary short-term and long-term incentives. We encourage all interested candidates to apply.

Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation.

SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.