Salesforce Service Cloud Administrator (AI & Agentforce) / Customer Service CRM AI Admin

Job ID: 12676 

Alternate Locations:  

Salesforce Service Cloud Administrator (AI & Agentforce) / Customer Service CRM AI Administrator

Location: Poznan

Reports to: Director, Business Insights & Global CRM

Contract type: Permanent

Your Role & Team in a Nutshell

As a Customer Service CRM AI Administrator, you shape how artificial intelligence supports customer service teams in their daily work. You configure, guide and improve AI-powered features within Salesforce Service Cloud so agents can help customers quickly, accurately and consistently. You work closely with customer service leaders, Salesforce platform teams and content owners to ensure AI tools are trusted, easy to use and aligned with service standards.

We will help you achieve your goals and develop by providing regular feedback and access to online training courses.

Your Key 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.

What You’ll Need

Minimum:

• 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.

Your advantage:

• 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 You Gain
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
• 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.

By submitting your CV you acknowledge having read Newell Brands’ Privacy Statement for Job Applicants available at https://privacy.newellbrands.com/job-applicant/  If you wish to be considered also for other suitable positions with the company, please explicitly indicate so on your CV/motivation letter.
#LI-SM1  #LI-Hybrid