Our Customer Support Technology Product and Program management team enables a global support organization and self-service ecosystem that supports our human advisors and millions of customers. We own the technology systems that power our support operations team, including our CRM (Salesforce Service Cloud), telephony/CTI integrations, knowledge workflows, dashboards/analytics, and continuous improvement of agent productivity and customer satisfaction. You’ll work closely with product and program management, support operations, engineering, data science, and more to deliver a compelling support experience.

Roku is committed to providing industry-leading customer support through intelligent, streamlined agent tools and world-class service experiences. We’re seeking a hands-on Salesforce Administrator to join our support technology team, build out our Service Cloud capabilities, and partner with engineering to deliver a best-in-class agent platform.

You will own the day-to-day administration and evolution of our Salesforce Service Cloud platform for support operations. Your responsibilities will include user management, configuration, automation, reporting, and support for existing integrations. You will serve as the administrator partner to agent teams and collaborate closely with engineering (Salesforce developers) and product teams on enhancements and integrations. This includes gathering requirements and delivering scalable platform improvements. The position is a high-impact role in a fast-moving support environment.

For California Only - The estimated annual salary for this position is between $153,100 - $178,900 annually. Compensation packages are based on factors unique to each candidate, including but not limited to skill set, certifications, and specific geographical location. This role is eligible for health insurance, equity awards, life insurance, disability benefits, parental leave, wellness benefits, and paid time off.

How will I use AI at Roku?

At Roku, we don't just use AI, we work with it. AI agents and smart tools help power drafts, analysis, and repetitive workflows, while our people bring direction, judgment, and accountability.

We value curious, adaptable builders who can show how they've used AI, agents, or automation to move faster, improve quality, and scale their impact. Strong candidates can frame problems, guide AI-assisted work, validate output, and learn quickly. Above all, they bring curiosity, adaptability, and sound judgment.

For this role, that means staying ahead of Salesforce's AI direction. We want an admin who already tracks these changes, has a point of view on how they could speed up our Service Cloud work, can tell what’s ready to use and use it.

What you'll be doing

• Configure and fine-tune our Salesforce Service Cloud setup — think workflows, custom fields, layouts, integrations, and beyond — to power smarter, faster service across the business.
• Stay up to date on Salesforce capabilities and work closely with CX leadership to shape the technology roadmap that supports our vision and drives business success.
• Champion efficiency: continuously assess our systems and processes to identify opportunities that boost team productivity, improve user experience, and enhance customer satisfaction.
• Oversee data integrity within the Salesforce Service Cloud instance, ensuring data compliance and security via security reviews, release updates, and health checks.
• Lead Salesforce projects from start to finish — whether it’s a new integration, major upgrade, or process overhaul — delivering on time and within budget.
• Create and maintain individual reports, dashboards, and reporting infrastructure to provide stakeholders with real-time and historical visibility into key performance metrics and operational details.
• Evaluate and pilot Salesforce AI capabilities (Agentforce, Agent Builder, Prompt Builder, headless and MCP access) against our roadmap, and recommend what to adopt, what to wait on, and how we'd test it.
• Use AI tools (such as Claude Code or Agentforce Vibes) in a sandbox to speed up configuration, documentation, and testing, and review and test everything before it ships.
• Govern how AI agents and AI tools access Salesforce: purpose-built permission sets, field-level security, OAuth and external client app settings, and audit and monitoring so we can see what an agent did and why.
• Prepare our data and knowledge for AI: ensure data quality, field design, and knowledge structure so agents have accurate context.
• Collaborate with stakeholders across the company to understand goals, gather requirements, and deliver smart, scalable solutions, and be the go-to communicator for platform changes and updates.
• Create and maintain technical documentation that reflects our current Salesforce usage and enables continued scaling of Service Cloud.
• Maintain vendor relationships with Salesforce and other strategic technologies that integrate with Service Cloud.

We're excited if you have

• 2–5 years of hands-on experience as a Salesforce Administrator in a customer support, service, or contact-center context.
• Experience supporting agent workflows and service operations in Salesforce Service Cloud.
• You are a Salesforce Certified Administrator.
• Strongly preferred: Salesforce Certified Advanced Administrator (Admin II).
• Strongly preferred: Hands-on experience configuring Agentforce agents or Prompt Builder templates (topics, actions, instructions, testing).
• Strongly preferred: Understanding of how external tools and agents connect to Salesforce (APIs, MCP, OAuth) and the security model around them.
• Nice to have: Salesforce Certified Service Cloud Consultant (or other cloud cert such as Sales Cloud, Field Service, Nonprofit Cloud).
• Nice to have: Salesforce Certified Agentforce Specialist.
• Nice to have: Experience using AI tools in a sandbox to build or review Salesforce configuration, and a view on where they fail.
• Nice to have: Familiarity with Data 360 (Data Cloud) concepts.
• Nice to have: Experience integrating Amazon Connect with Salesforce (telephony/CTI, call routing, screen-pop, call logging).
• Excellent documentation, training, communication and stakeholder-collaboration skills.
• Experience working with engineering teams, agile or sprint-based development environment, and balancing production support with continuous improvement.
• Bachelor’s degree in Information Systems, Computer Science, Business or equivalent professional experience.

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What's Roku's approach to hybrid working?

Roku fosters an inclusive and collaborative environment where teams generally work in the office Monday through Thursday. Fridays are generally flexible for remote work, except for employees whose specific roles or assigned office location require five days' a week attendance.

What are some of the benefits?

Roku is committed to offering a diverse range of benefits as part of our compensation package to support our employees and their families. Our comprehensive benefits include global access to mental health and financial wellness support and resources. Local benefits include statutory and voluntary benefits which may include healthcare (medical, dental, and vision), life, accident, disability, commuter, and retirement options (401(k)/pension). Employees are supported in taking time off, in accordance with local leave policies and other personal needs to support their evolving work and life needs. It's important to note that not every benefit is available in all locations or for every role. For details specific to your location, please consult with your recruiter.