Salesforce Omnichannel Administrator

Position Summary

The Salesforce Omnichannel Administrator position is responsible for administering and maintaining the Salesforce Omnichannel and Marketing Cloud platform. The Salesforce Omnichannel Administrator position is responsible for the optimal performance and usability of the platform. This position is responsible for the effective and efficient lead delivery of leads from Marketing Channels to Salesforce and Marketing Cloud. This position develops and implements workflows, validation rules, and automation processes to streamline operations. This position is responsible for the seamless integration of Salesforce Omnichannel with external and internal Salesforce systems and applications. The Salesforce Omnichannel Administrator works in a collaborative environment with cross-functional teams of Enrollment, Enrollment Operations, IT, and Marketing.

Essential Functions 

Salesforce Omnichannel: 

• Administer the Omnichannel platform to perform at optimal efficiency 
• Seamlessly integrate and optimize; AI Chat, Live Agent Chat, Email, SMS, and CRM within the Salesforce and Marketing cloud platforms
• Responsible for the design and technical implementation of solutions using Salesforce Omnichannel platform and associated products and applications
• Integrate and collaborate with third party QT vendor
• Translate Marketing and Enrollment needs into well designed solutions 
• Collaborate with internal IT teams to determine best path for Salesforce platform
• Optimize Omnichannel configuration and solutions for efficiency and simplicity. 
• Maintain and document technical processes and omnichannel procedures. 
• Continually improve the omnichannel data model and architecture. 
• Become a subject matter expert on Omnichannel for organization
• Develop Salesforce reports and dashboards to optimize Omnichannel performance
• Effective and efficient lead delivery from marketing channels to Salesforce Omnichannel
• Experience with lead delivery software and systems

 
Marketing Cloud: 

• Manage the administration and configuration of the Marketing Cloud platform. 
• Responsible for design and technical implementation of solutions using the Marketing Cloud platform of products. 
• Collaborate with internal IT teams to determine best path for Salesforce platform implementation. 
• Optimize Marketing Cloud configuration and solutions for efficiency and simplicity. 
• Maintain and document technical processes and marketing automation procedures. 
• Continually improve the Marketing Cloud data model and architecture. 
• Demonstrated knowledge of Salesforce Marketing Cloud (SFMC) aka Exact Target. 
• Experience working with all Marketing Cloud Builders and Studios, including Mobile Connect, Personalization Builder, Social Studio, Interaction Studio, Journey Builder, and Advertising Studio. 
• Experience implementing automated solutions utilizing Marketing Cloud Server-Side JavaScript (SSJS). 
• Experience using Journey Builder with thorough understanding of Audience Builder configuration. 
• Working knowledge of AMPscript and Guide Template Language. 
• Working knowledge of Front-end development building CloudPages using HTML, CSS, JavaScript, and AMPscript. 
• Working knowledge of SQL and databases. 
• Fundamental understanding of database technologies (MS SQL). 
• Working knowledge of Marketing Cloud's contact data model. 
• Experience with email and/or marketing automation software and systems. 
• Experience with web services integration (REST/SOAP). 
• Proficient in Amp scripting and content builder. 
   

Supervisory Responsibilities: This position has no supervisory responsivities. 

Requirements: 

Education & Experience: 
Bachelor's degree in information technology, computer science, or relevant field.

• Three years of experience as omnichannel administrator or developer
• Three years of experience using AI Chat, Live Agent chat, Email, SMS within Salesforce platform 
• Three years of experience implementing full cycle projects in Salesforce Omnichannel
• Three years of experience as a marketing cloud administrator or developer. 
• Three years of experience using Journey Builder, Content Builder, and Mobile Studio. 
• Three years of experience implementing full life cycle projects in Salesforce Marketing Cloud 
• Two years of experience with Amp scripting and content builder. 
• Two years of experience in agile/SCRUM practices and associated tools (Jira, Confluence, etc.). 
• One year of experience with Salesforce Development/Customizations (APEX, Visual Force). 
• Salesforce Administrator certification preferred 
• Salesforce Omni Channel Certification is preferred 

Competencies/Technical/Functional Skills: 

• Troubleshoot issues related to Salesforce Omnichannel
• Manage Salesforce integrations and 3rd party APPS
• Proficiency with reporting and analysis tools 
• Ability to translate technical solutions from business requirements. 
• Excellent organizational skills. Demonstrated ability to handle multiple projects and deadlines. 
• Strong analytical skills with the ability to think critically to resolve issues. 
• Excellent verbal and written communication skills. 
• Ability to communicate effectively with non-technical teammates. 
• Work independently with limited supervision. 
• Creative team player with strong interpersonal skills. 
• Ability to work in a fast-paced and changing environment. 
• Ability to teach and coach teams on how to best use Salesforce Omnichannel and Marketing Cloud
• Current on the latest Salesforce technology updates, changes, community, and roadmap(s) 
• Optimize Lead Delivery through different options, speed to lead, and reliability

Location: Remote

Travel: No travel required 

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Candidate receiving offers will be offered a salary/pay rate commensurate with experience that vary based on a candidate’s qualifications, skills, and competencies. Absent exceptional circumstances, candidates will be offered a salary within this range for this position. The minimum salary will be offered based on the minimum exemption threshold based on state of residency. Base pay is one component of National University’s total rewards package, as we are dedicated to supporting the needs of the “whole you” with our holistic approach to employee benefits by offering comprehensive well-being benefits for you and your family. For full details about our benefit plan offerings, please visit benefits.nu.edu. For Part-time benefits, please click here.

Compensation Range:

Annual Salary: $71,360.00 - $96,340.00

National University is committed to maintaining a high-quality, diverse workforce representative of the populations we serve. National University employs more than 5,000 faculty and staff and serves over 41,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents while experiencing a sense of community and a commitment to diversity. With programs available both online and at our many campus locations, National University is a leader in creating innovative solutions to education and meeting the needs of our diverse student population, including adult learners and working professionals.

National University offers an opportunity to work in an innovative environment that supports diversity.

National University (NU) is proud to be an equal opportunity employer and does not discriminate against any employee or applicant per applicable federal, state and local laws. At NU, a diverse mix of highly talented, innovative and creative people come together to make the impact of a lifetime for each of our student learners. All qualified applicants will receive equal consideration for employment, education, and admission at National University. We are focused on equality and believe deeply in diversity of race, color, ancestry, age, family care status, veteran status, marital status, creed, religion, sex, gender, sexual orientation, religion, ethnicity, national origin, and other legally protected group status.