Salesforce Service Cloud & Experience Cloud Administrator
at Femwell

Essential Job Functions

Manage the entire Service Cloud Experience:

1. Assess and refactor an existing Service Cloud implementation, including case architecture, automation, and intake channels
2. Design and implement dynamic case intake experiences using:
3. Screen Flows (for guided, decision-tree style intake)
4. Record Types to drive conditional logic, required fields, and file collection
5. Transition support operations from email-to-case toward structured web-to-case / portal-based submissions
6. Ensure proper use of native Service Cloud capabilities, including:
7. Case assignment and routing
8. Entitlements / milestones (if applicable)
9. Case teams and visibility models
10. Partner with stakeholders to define scalable case data models and intake standards
11. Lead the design and administration of three distinct Experience Cloud portals serving different stakeholder audiences
12. Build and maintain portals using Experience Builder (LWR and/or Aura templates)
13. Translate business requirements into intuitive, user-friendly digital experiences, including:
14. Page layouts and component composition
15. Conditional visibility and audience targeting
16. Navigation structure and content strategy
17. Replace legacy intake tools (e.g., forms-based systems) with fully integrated portal experiences
18. Ensure seamless integration between portal interactions and backend case management

Qualified Candidates will have:

1. Proven hands-on experience of UX/UI design within Experience Cloud including, but not limited to: Experience Builder page design, layout composition, and user experience optimization
2. Expertise in Salesforce Flow, especially Screen Flows for guided user input whether in portal or not
3. Experience designing complex decision trees and conditional logic
4. Solid understanding of Salesforce data architecture, particularly for case management
5. Familiarity with file handling and attachments within case processes
6. Experience supporting a transition from unstructured (e.g. email-to-case) to structured intake channels
7. Ability to build Profile and Role structures that support complex cross-Account sharing