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# CRM Administrator, Customer Experience (Seasonal)

- **Company:** Major League Baseball
- **Location:** New York, NY, United States
- **Experience:** Starter
- **Salary:** $52,000.0 - $72,800.0
- **Contract:** Temporary contract
- **Skills:** Local Security Policy, Cloud Services, Salesforce.Com, Amazon Connect, Macros, Genesys, Bots, Api Management
- **Published:** June 6, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=89f17ec9a483bca6

## About the Role

Do you have a valid Certified Salesforce Administrator certification?, Do you have experience in Zoom?, * 1-2 years of experience as a Systems Administrator, strong plus on Service Cloud and Zoom Contact Center

 * Salesforce Administrator certification required; Service Cloud Consultant certification preferred
 * Solid understanding of contact center processes and KPIs
 * Experience configuring case routing, email-to-case, live agent/chat, and knowledge base
 * Experience building public facing support sites within Salesforce a plus
 * Ability to create effective reports and dashboards that support decision-making
 * Strong analytical and communication skills
 * Comfortable working in a fast-paced, customer-first environment
 * Must be available to work on-site in NYC during designated hours
 * Experience with API integrations and telephony tools (e.g., Amazon Connect, Five9, Genesys, ZCC)
 * Knowledge of Omni-Channel, Macros, Agentforce and Einstein Bots
 * Familiarity with customer feedback tools, CSAT, or QA workflows

## Description

* Serve as the Salesforce Service Cloud and ZCC subject matter expert
 * Configure and maintain case management workflows, queues, escalation rules, and KPI's
 * Manage users, roles, profiles, permissions, and security settings
 * Build and optimize reports and dashboards to monitor agent performance, case volume, and key KPIs
 * Provide real-time troubleshooting and support
 * Maintain data integrity and perform routine audits and clean-up
 * Train new and existing team members on Salesforce and ZCC functionality and best practices
 * Collaborate with IT and operations teams to identify system enhancements and automation opportunities
 * Stay current on Salesforce Service Cloud and ZCC updates and recommend improvements


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