Service Cloud Administrator

Build Your Future With Us

The digitization of tax compliance is fundamentally changing global commerce and how businesses need to operate and grow. Governments now have real-time visibility into business data, creating new challenges and new opportunities for organizations around the world. At Sovos, we're transforming tax compliance from a business requirement into a driver of growth through AI-powered technology that delivers the accurate, real-time insights businesses need to make smarter decisions.

We're solving more than today's tax compliance challenges. We're helping reshape global economies by enabling organizations to navigate increasingly complex and rapidly changing regulatory environments with confidence – and helping communities thrive.

AI is accelerating what's possible, enabling tax and technology professionals to more effectively drive critical regulatory decisions. That's where Sovos excels, combining intelligent technology with human expertise to help customers stay ahead of change.

THE ROLE

At Sovos, we're building tax compliance software that serves customers around the world, and fast, accurate support is at the heart of what we do. As a Service Cloud Administrator, you'll configure, operate, and continuously improve our Salesforce Service Cloud platform, working closely with Support, Customer Success, and Revenue Operations to turn business needs into reliable, well-governed solutions. This is a hands-on, technical admin role where you'll work in Flow, data, security, and partner with developers on solutions that go beyond declarative tools.

More specifically, you will:

• Configure and maintain Service Cloud features including case management, queues, assignment and escalation rules, entitlements, milestones, SLAs, Email-to-Case, Web-to-Case, Omni-Channel, Knowledge, and Service Console.
• Build and maintain automation with Flow, validation rules, and other declarative tools; escalate to developers when logic requires code or approaches platform limits.
• Manage users, roles, permission sets, sharing, and field-level security, applying least-privilege access principles.
• Gather requirements from stakeholders, write clear user stories, build and test changes in sandbox, support UAT, and deploy through the team's release process in compliance with change management, SOX, and ITGC requirements.
• Configure and administer Einstein and Agentforce capabilities for service (such as case summaries, reply recommendations, and knowledge generation) in line with data governance and AI connector usage standards.
• Leverage AI assistants to speed up admin work, including drafting Flow logic, writing SOQL, analysing metadata, summarising release notes, and producing documentation, always verifying output before it reaches production.
• Build reports and dashboards that track SLA adherence, case backlog, agent productivity, and customer satisfaction, and identify automation and AI opportunities that improve case deflection, resolution time, and agent productivity.

WHAT YOU BRING TO SOVOS

• 5+ years of solid experience administering Salesforce, including substantial hands-on work with Service Cloud features such as Cases, Entitlements, Milestones, Omni-Channel, Knowledge, Email-to-Case, and Service Console.
• Strong hands-on skills in Flow (record-triggered, screen, and scheduled), validation rules, and formulas, with a solid understanding of Salesforce security including the sharing model, permission sets, and field-level security.
• Working knowledge of SOQL and the ability to read basic Apex and debug logs to troubleshoot alongside developers.
• Experience with sandboxes, change sets or similar deployment tooling, and release management in a controlled environment; familiarity with the Salesforce CLI, Git, or DevOps Centre is a plus.
• Working fluency with AI tools: you already use AI assistants to speed up admin work, review their output critically, and understand data privacy risks; experience with Agentforce or Einstein for Service is a plus.
• Strong communication skills, with the ability to gather requirements and explain technical concepts to non-technical stakeholders; Salesforce certifications (Administrator, Advanced Administrator, Service Cloud Consultant, Platform App Builder, or Agentforce Specialist) are preferred.
• Due to client contractual obligations, the successful candidate will be asked to clear a background check upon hire.

THE PROCESS

We believe in a transparent and comprehensive hiring process. Here's what you might expect:

LIFE AT SOVOS

The tools to enhance your life - because we want you to enjoy your life outside of work and inside!

• Global Mentoring Programs
• AI Tools and Technology from Day 1
• Continuous Learning and Development
• Language Learning Support
• Global Employee Recognition Platform and Programs
• Global Parental Leave Policy
• Comprehensive Health Insurance (Day 1, company paid)
• Life and Accidental Insurance (company paid)
• Hybrid Work Arrangement
• Annual Health Check-up

Ready to make your move?

We'd love to hear from you. Use the Apply button at the top of this page to submit your application