Job Specifications
About the Role
We are looking for a Senior Salesforce Administrator to take a lead role in the ongoing development, stability, and optimisation of Salesforce at Telegraph Media Group.
This role is central to supporting our AI-driven transformation and ensuring the integrity of a complex Service Cloud + Zuora subscription ecosystem. You will oversee advanced BAU work, drive key AI initiatives (Agentforce & Einstein for Service), and work closely with developers, architects, and business stakeholders to deliver scalable, resilient solutions.
You will be responsible for advanced configuration, automation, troubleshooting, flow design, and deployment processes. The position sits at the heart of our digital and customer operations strategy and is ideal for someone who wants to work across modern Salesforce capabilities, including Agentforce for Service, Einstein Copilot actions, and intelligent automation across channels.
You will lead on higher-complexity work, act as a subject-matter expert, and play a key part in shaping TMG's AI roadmap. To be successful in this role, you will need proven experience within Agent Force and Einstein for Service.
Key Responsibilities
Platform Ownership & Advanced Administration
Act as a senior system administrator across TMG's Salesforce platform, with ownership of advanced BAU tasks and complex support requests
Design, build, debug, and optimise Flows, orchestrations, automations, and error-handling frameworks
Lead the investigation and resolution of complex issues, including failures in integrations, flows, API-driven processes, and subscription logic (Zuora/MPP)
Oversee release management alongside developers, including participating in deployment rota, validating builds, and ensuring sandboxes remain aligned with production.
Agentforce / Einstein
Lead the configuration and expansion of Agentforce for Service, including{{:}}
New agent builds or updates to existing agents
Reasoning engine filters and deterministic behaviour
Action orchestration and topic configuration
Testing, regression, and behavioural tuning
Support the rollout of Einstein for Service capabilities, including{{:}}
Service Replies / Email Drafts
Article Recommendations
Case Wrap-Up enhancements
Case Classification improvements
Einstein Copilot Actions and future expansions such as Next Best Action/Service Plans
Stay current with rapidly evolving AI features and help guide internal adoption.
Collaboration, Stakeholder Engagement & Delivery
Work closely with our developers and QAs on solution design, technical refinement, and deployment readiness
Partner with the business to translate requirements into actionable Salesforce solutions that are scalable and maintainable
Document configuration, logic, and release steps in Jira/Confluence
Assist in internal training and enablement, helping bring AI and automation features into day-to-day agent workflows.
Governance, Data Quality & Platform Hygiene
Conduct regular platform health checks, audits, and maintenance cycles
Support data quality initiatives, ensuring accuracy across subscriptions, offers, case management, and customer objects
Contribute to improving platform governance processes, including testing, change control, and regression cycles
Essential Skills
Salesforce Skills
Strong, hands-on experience configuring Service Cloud in a complex environment.
Expert-level Flow creation, troubleshooting, and optimisation
Experience with deployments, change sets/devops tooling, and sandbox management.
Ability to design scalable, maintainable solutions that follow platform best practices
Strong understanding of Salesforce data structures, APIs, and error-handling principles
Experience with Omni-Channel, case assignment routing, and automation around service operations.
AI/Agentforce/Einstein
Experience working with Agentforce / AI Agents or a strong ability to learn rapidly
Familiarity with Einstein for Service tools (Email Drafts, Case Wrap-Up, Article Recommendations, Case Classification)
Ideally holds Agentforce Specialist certification or relevant Trailhead credentials.
Working Style & Delivery
Proven experience in a senior admin or advanced second-line Salesforce role
Comfortable taking ownership of complex BAU issues and leading technical resolution
Experience working in Agile delivery teams with Jira/Confluence
Strong communication skills with both technical and non-technical stakeholders
Ability to support and guide junior admins and act as a subject-matter expert.
Desirable Skills
Understanding of subscription platforms (Zuora, MPP) and subscription lifecycle logic
Background working in a multi-system environment with integrations and API monitoring
Exposure to Data Cloud or interest in learning it
Experience with Next Best Action or any other similar decisioning frameworks
Benefits
The nature of our industry means life at the Telegraph Media Group is fast-paced, demanding, and interesting. We also want it to be rewarding for ever
About the Company
The Telegraph's mission is to provide content that inspires people to have the perspective they want to progress in life. It delivers quality, trusted, award-winning journalism, 24 hours a day, across its digital and print properties as well as through leading digital partners.
Founded in 1855, The Telegraph has built a diversified commercial model, with equal strength in advertising, subscriptions and circulation, commerce, and events. In 1994, The Telegraph launched an online offering, the first UK publisher to do so. The...
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