About
Salesforce Administrator · Contact Center Management · Data Cloud, Einstein Copilot, and Agentforce.
I'm a seasoned Salesforce Administrator based in Atlanta, GA, with hands-on platform ownership across contact center and service operations. My specialty is the service stack: Service Cloud, Service Cloud Voice with Amazon Connect, Enhanced Omni-Channel Routing, and Messaging for In-App and Web (MIAW) — now extended into Data Cloud, Einstein Copilot, and Agentforce.
For a client, I operate across multiple Salesforce environments: multi-org coordination, Flow automation, Agentforce action design, access governance, release validation, and production troubleshooting. I also founded Solarly.ai — my AI-native systems laboratory where I prototype identity, automation, agent orchestration, and AI-assisted software delivery patterns.
Years of repetition across orgs of every size have made the pattern recognition the valuable part: I've seen how routing models, data quality, and permission sprawl fail long before an AI layer ever touches them. That experience is what makes readiness work fast and specific.
Outside of platform work, I mentor users and peers on scalable configuration, platform hygiene, reporting interpretation, and disciplined change management.
I love working with a team — sharing knowledge, aligning around goals, and moving fast together — and I'm comfortable stepping up to lead or own an outcome when the situation calls for it.
About Nicholas
Seasoned across Salesforce administration, consulting, and AI-enabled software development.
I'm drawn to systems that augment human capability — using AI, automation, and modern platforms to help people and organizations achieve more than would otherwise be possible.
The projects showcased on this site reflect that philosophy in practice.
Enterprise environments & tooling
I have operated inside SOC 2 Type II and HIPAA-regulated Salesforce environments, where access governance, audit trails, and change control are not optional. That discipline carries into every engagement, whether the work is a single-org cleanup or a multi-environment Agentforce readiness assessment.
My tooling exposure spans the Salesforce ecosystem and adjacent platforms used by enterprise service and revenue teams: Microsoft 365 and SharePoint, Conga, S-Doc, Adobe Sign / Acrobat, Salesforce Labs apps, Amazon Connect, Stripe, OpenAI, Databricks, Supabase, and modern CI/CD pipelines.
Experience
Jul 2022 – Present
Salesforce Administrator
MarketSource Inc. · Full-time · Alpharetta, GA
Administer Salesforce across service and operational workflows. Multi-org coordination, Flow automation, access governance, release validation, and production troubleshooting.
May 2021 – May 2022
Salesforce Administrator
Spotify · Contract
Contract Salesforce administration supporting internal CRM and service operations.
Sep 2020 – Dec 2020
Salesforce Administrator
Borrego Solar Systems, Inc. · Contract
Contract Salesforce administration for solar energy sales and service operations.
Feb 2020 – Sep 2020
Salesforce Administrator
California Closets · Contract
Contract Salesforce administration for home organization sales and service workflows.
Feb 2019 – Jan 2020
Salesforce Administrator
San Francisco Municipal Transportation Agency (SFMTA) · Contract · SF Bay Area
Contract Salesforce administration for municipal transportation service operations.
Dec 2017 – Jan 2019
Salesforce Administrator
Pinterest · Contract
Contract Salesforce administration supporting internal business operations and workflows.
Nov 2016 – Nov 2017
Salesforce Administrator
Zenefits · Contract
Contract Salesforce administration for HR and benefits platform operations.
Aug 2014 – Oct 2016
Salesforce Administrator
Postmates Inc. · Contract
Contract Salesforce administration supporting on-demand delivery operations and logistics workflows.
Jan 2013 – Jul 2014
Graduate Research Assistant
Zuckerberg San Francisco General Hospital and Trauma Center · Internship
Graduate research internship focused on data collection, analysis, and operational support for trauma center research programs.
Skills
- Salesforce Platform
- Contact Center Management
- Service Cloud
- Service Cloud Voice (Amazon Connect)
- Enhanced Omni-Channel Routing
- Messaging for In-App & Web (MIAW)
- Data Cloud
- Einstein Copilot
- Agentforce
- Sales Cloud
- Flow Automation
- Reports & Dashboards
- Lightning App Builder
- Multi-Org Management
- Sandbox Validation
- Access Governance
- Release Governance
- Data Quality & Integrity
- Validation Rules & Formulas
- Approval Processes
- Permission Sets & Profiles
- Stakeholder Intake
- UAT Coordination
- Agile / Scrum
- Git / GitHub
- CI/CD Concepts
- Next.js
- TypeScript
- Supabase
- Stripe
- OpenAI API
- APIs & Webhooks
- SOC 2 Type II Environments
- HIPAA-Regulated Environments
- Microsoft 365 / SharePoint
- Conga
- S-Doc
- Adobe Sign / Acrobat
- Salesforce Labs Apps
Certifications
Salesforce Certified Administrator
Certification
Salesforce Certified Platform App Builder
Certification
Salesforce Certified Business Analyst
Certification
Salesforce Certified AI Associate
Certification
See the full Trailblazer profile at trailblazer.me/id/nicholasusingtech.