Salesforce System Administrator (Service Cloud)

As a Senior Salesforce System Administrator, you will own the quality, adoption, and evolution of Salesforce, with a primary focus on Service Cloud. You will serve as the trusted technical expert for Salesforce, providing hands-on configuration expertise, solution design, and process definition to maximize the platform’s impact across the organization.

You will be part of a Salesforce team responsible for designing, building, and maintaining complex custom configurations and business processes within Salesforce. You will define and evolve workflows, automation, and operational processes to support Haivision’s growing and changing business needs., Custom Configuration & Process Design

• Design, build, and maintain complex custom configurations within Salesforce.
• Define, document, and evolve business processes that are scalable, maintainable, and aligned with operational objectives.
• Translate evolving business requirements into structured declarative and programmatic Salesforce solutions.
• Ensure solutions prioritize usability, data quality, and long-term maintainability.
• Continuously assess and improve existing configurations and processes to increase efficiency and enhance user experience.

Solution Design & Strategy

• Develop a strong understanding of Haivision’s business processes, Salesforce configurations, functional capabilities, and integrations.
• Act as a trusted advisor to business process owners by providing recommendations, technical guidance, and Salesforce evolution roadmaps.
• Provide strategic guidance with a focus on Salesforce Service Cloud capabilities.
• Evaluate and recommend third-party applications, integrations, and Salesforce platform features to extend system capabilities.

Governance & Change Management

• Support training initiatives and change management activities as new Salesforce tools, features, and processes are introduced.
• Manage multiple Salesforce projects and initiatives while ensuring timely delivery and alignment with business priorities.
• Establish and maintain best practices for Salesforce configuration, governance, and operational processes.

Innovation & Optimization

• Analyze Salesforce adoption and usage patterns to identify opportunities for improvement.
• Recommend and implement platform optimizations, including automation, AI capabilities such as Agentforce and Einstein, and third-party integrations.
• Identify opportunities for custom process improvements and business process re-engineering to increase operational efficiency.
• Stay current with Salesforce platform capabilities and emerging technologies to support continuous improvement.

• Bachelor’s degree in Business, Information Technology, Engineering, or a related field.
• Minimum of five years of hands-on Salesforce administration experience.
• Extensive experience with Salesforce Service Cloud, including case management, entitlements, service contracts, knowledge management, Omni-Channel, and Experience Cloud.
• Proven experience designing and implementing complex Salesforce configurations and business processes.
• Strong expertise with Salesforce declarative tools and familiarity with programmatic solutions such as Apex and triggers.
• Excellent written, verbal, and visual communication skills in both French and English.
• Ability to collaborate effectively with business process owners, support teams, and technical stakeholders.
• Strong analytical and problem-solving skills with the ability to translate business needs into scalable technical solutions.
• Bilingual in French and English.

About Haivision

Haivision (TSX: HAI) is a leading global provider of mission-critical, real-time video networking and visual collaboration solutions. Haivision enables organizations globally to engage audiences, enhance collaboration, and support decision-making.

Haivision provides high-quality, low-latency, secure, and reliable live video at a global scale. Haivision open-sourced its award-winning SRT low-latency video streaming protocol and founded the SRT Alliance to support its adoption.

Awarded four Emmys® for Technology and Engineering from the National Academy of Television Arts and Sciences, Haivision continues to fuel the future of IP video transformation. Founded in 2004, Haivision is headquartered in Montreal and Chicago, with offices, sales, and support located throughout the Americas, Europe, and Asia. Learn more at haivision.com.