Senior Salesforce System Administrator (Service Cloud)

Job Summary

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 be the trusted technical expert for Salesforce, providing hands-on configuration expertise, solution design, and process definition to maximize the platform's impact within the organization.

You will be part of a Salesforce team of 7 that is 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.

As such, you will be expected to

Tasks and Responsibilities

Custom Configuration & Process Design

• Design, build, and maintain complex custom configurations within Salesforce.
• Define, document, and evolve business processes, ensuring they are scalable, maintainable, and aligned with operational goals.
• Translate new and changing business requirements into well-structured declarative and programmatic solutions, with a focus on usability and long-term maintainability.
• Continuously assess and refine existing configurations and processes to improve efficiency, data quality, and user experience.

Solution Design & Strategy

• Develop a deep understanding of Haivision's business processes and associated system configurations, functional capabilities, and integrations.
• Act as a trusted advisor to business process owners, providing forward-looking recommendations and roadmaps for Salesforce evolution — particularly within Service Cloud.
• Evaluate and recommend third-party apps, integrations, and platform features to extend Salesforce capabilities.

Governance & Change Management

• Support training and change management initiatives as new tools and processes are introduced.
• Manage multiple projects and initiatives, ensuring timely delivery and alignment with business priorities.

Innovation & Optimization

• Conduct research into user adoption and Salesforce usage to identify opportunities for improvement.
• Recommend and implement steps to optimize the Salesforce platform, including automation, AI capabilities (e.g., Agentforce, Einstein), and third-party integrations.
• Proactively identify areas where custom process definition or re-engineering can drive operational gains.

Skills and Qualifications

• Bachelor's Degree in Business, Information Technology, Engineering, or related field.
• Minimum of 5 years of hands-on Salesforce administration experience, including significant depth in Service Cloud (case management, entitlements, service contracts, knowledge, omni-channel, experience cloud).
• Proven experience designing and implementing complex custom configurations and defining/evolving business processes within Salesforce.
• Strong expertise in Salesforce declarative tools and familiarity with programmatic solutions (Apex, triggers) as needed.
• Excellent communication skills (written, verbal, and visual), in both French and English, to collaborate with stakeholders and explain complex concepts clearly.
• Demonstrated ability to work cross-functionally with business process owners, support teams, and technical stakeholders.
• Bilingual written and spoken (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. To learn more, visit Haivision at www.haivision.com.