- Company Name
- The Telegraph
- Job Title
- Senior Salesforce Administrator
- Job Description
-
Job title: Senior Salesforce Administrator
Role Summary:
Lead advanced administration of a complex Service Cloud and Zuora subscription ecosystem. Drive AI‑powered initiatives (Agentforce, Einstein for Service, Einstein Copilot), ensuring platform stability, automation, and data integrity. Collaborate with developers, architects, and business stakeholders to deliver scalable, resilient Salesforce solutions.
Expectations:
• Own the platform’s daily health and strategic direction.
• Configure & expand Agentforce and Einstein tools, guiding internal adoption.
• Provide subject‑matter expertise on complex BAU issues and AI roadmap.
• Govern data quality, change control, and platform hygiene.
• Mentor junior admins and support cross‑functional teams.
Key Responsibilities:
- Advanced Administration: design, build, debug, and optimize Flows, orchestrations, automations, and error‑handling.
- Issue resolution: lead investigations for integration, API, and subscription logic failures.
- Release management: manage deployments, validate builds, maintain sandbox alignment.
- Agentforce & Einstein: configure agent builds, reasoning engines, action orchestration, topic setup; test, tune, and roll out Service Replies, Email Drafts, Article Recommendations, Case Wrap‑Up, Case Classification, and Copilot actions.
- Collaboration: work with devs and QA on solution design, technical refinement, and deployment readiness.
- Documentation: record configuration, logic, and release steps in Jira/Confluence.
- Platform governance: conduct health checks, audits, maintenance cycles; support data quality initiatives.
Required Skills:
- Strong hands‑on experience configuring Service Cloud in a complex environment.
- Expert in Flow creation, debugging, and optimization.
- Proficient with deployments, change sets, DevOps tooling, and sandbox management.
- Deep understanding of Salesforce data structures, APIs, and error‐handling principles.
- Knowledge of Omni‑Channel, case routing, and service automation.
- Experience with Agentforce / AI Agents and Einstein for Service tools.
- Ability to design scalable, maintainable solutions following platform best practices.
- Competence in Agile delivery (Jira/Confluence).
- Excellent communication with technical and non‑technical stakeholders.
- Leadership in guiding junior admins and acting as a subject‑matter expert.
Required Education & Certifications:
- Salesforce Certified Platform Administrator.
- Salesforce Certified Advanced Administrator.
- Salesforce Certified Platform App Builder (preferred).
- Agentforce Specialist certification or relevant Trailhead credentials.
- Additional certifications (e.g., Zuora, MPP, Data Cloud) are advantageous.