Salesforce Service Cloud Administrator (AI & Agentforce)

Technologies we use

About the project

Your responsibilities

• Agentforce & AI Administration
• Configure, test, and maintain Agentforce instructions, AI prompts, and guardrails for Service Cloud use cases, including Live Chat, agent assist, and internal case workflows.
• Administer AI behavior through configuration, not code, ensuring responses align to approved service policies, brand tone, and product categories.
• Partner with Service leadership to define AI-supported agent use cases, escalation paths, and human-in-the-loop controls.
• Knowledge & Data Enablement
• Administer and curate Salesforce knowledge and Data Cloud inputs that power Agentforce and AI-assisted responses.
• Ensure content is structured, searchable, and agent-ready to support real-time AI recommendations during customer interactions.
• Collaborate with Content Owners to align Knowledge governance with AI consumption requirements.
• Service Operations & Run Support
• Serve as the primary Admin-level point of contact for Agentforce and Service Cloud AI issues in production.
• Monitor AI performance, agent adoption, and response quality, identifying configuration-level improvements.
• Support release management activities, including regression testing, post-deployment validation, and incident response for AI-related changes.
• Cross-Functional Enablement
• Act as the operational bridge between Customer Service, IT, Salesforce Platform teams, and external vendors.
• Support shared sandbox and testing environments, ensuring safe coexistence between Customer Service and eCommerce teams.
• Enable agent readiness through configuration support, documentation, and targeted training inputs.

Our requirements

• Experience working with Salesforce Service Cloud or a similar agent-facing CRM platform.
• Strong operational mindset with the ability to manage production systems supporting frontline agents.
• Experience configuring or maintaining AI prompts, agent assist tools, or guided workflows.
• Fluent English (written & spoken).
• Working hours: Monday–Friday, 8 hours between 15:00 and 23:00 CET.

Optional

• Experience in Customer Service Operations, CRM Admin, or AI-enabled service role.
• Prior experience supporting Live Chat, digital service channels, or AI-assisted agent workflows.
• Familiarity with Salesforce Agentforce, Einstein for Service, Knowledge, or Data Cloud.
• Experience operating in a global, multi-brand Service Cloud environment.
• University degree in Information Systems, Communications, or a related field.

What we offer

• Newell Brands has a strong footprint in the EMEA region, with several thousand employees spread over many corporate offices and manufacturing facilities. You might recognise some of our iconic brands, like Parker, Sistema, Spontex, Crockpot, NUK, Coleman, and Yankee Candle, to name a few.
• Join us and benefit from:
• Full-time employment contract
• Unlimited access to LinkedIn Learning – 17,000+ courses for your professional and personal development
• Private healthcare
• Pension plan (PPE) with company contribution of 3,5%
• Fully sponsored life insurance
• Hybrid working system; working hours – Monday to Friday, 8h between 15:00 and 23:00 CET
• Discounts on some of our products from brands Parker, DYMO, Sharpie, Contigo, and others
• Partly financed Multisport Card or cinema tickets
• Bravo – our global recognition programme where teammates can recognise each other and exceptional work is rewarded
• Give@Newell – paid time-off for charity activities dedicated for local communities right where you live/work.
• Employee Referral Program – an opportunity to get a bonus
• Expectant Parents Gift
• Modern, air-conditioned office in the city center (next to Stary Browar) with well-equipped kitchen and underground bike parking
• Friendly atmosphere & multicultural environment (30+ nationalities in our Poznan office!)
• Corporate Citizenship Philosophies – environmentally sustainable and socially sensitive business practices
• Core Values: Integrity, Teamwork, Passion for Winning, Ownership, Leadership
• Are you interested?
• If so, please click on “Apply Now” on this site and upload your CV in English.
• If your application is shortlisted, our recruiter will invite you for an initial phone or MS Teams interview in English.
• By submitting your CV you acknowledge having read Newell Brands’ Privacy Statement for Job Applicants available on our website. If you wish to be considered also for other suitable positions with the company, please explicitly indicate so on your CV/motivation letter.

Benefits