Senior Salesforce Service Cloud Administrator

Role Overview

• Manage the day-to-day administration of Salesforce Service Cloud, ensuring optimal system performance and reliability.
• Support and collaborate with teams managing Sales Cloud functionality and enhancements.
• Design and implement Salesforce configurations that support evolving business requirements.
• Maintain and enhance Salesforce automation, workflows, and business processes to improve operational efficiency.
• Oversee user management, access control, and security configurations.
• Ensure data integrity through monitoring, data governance processes, and quality controls.
• Provide advanced troubleshooting and support for Salesforce platform issues.
• Lead Salesforce system upgrades, testing, and release management.
• Partner with business stakeholders to prioritize and deliver platform enhancements.
• Develop and maintain documentation, training materials, and knowledge resources for Salesforce users.
• Continuously evaluate Salesforce capabilities and recommend improvements to maximize platform value across the organization.
• Support the deployment and management of Agentforce AI agents within Salesforce Service Cloud.
• Identify opportunities to automate service workflows using AI and intelligent automation tools.
• Work with stakeholders to design AI-enabled support experiences that improve operational efficiency and customer outcomes.
• Monitor AI agent performance and continuously optimize configurations based on usage and outcomes.
• Stay informed on new Salesforce AI and automation capabilities and recommend improvements to enhance the platform’s value.
• Experience supporting and coordinating the commercial and operational relationship with Salesforce, including working with Salesforce account teams, managing licensing considerations, and helping ensure the organization maximizes value from the Salesforce platform.

Requirements

• 5+ years of Salesforce administration experience, including hands-on experience supporting enterprise Salesforce environments.
• Strong experience administering Salesforce Service Cloud, with working knowledge of Sales Cloud functionality.
• Salesforce Administrator Certification (ADM 201) required; additional Salesforce certifications are a plus.
• Experience configuring Salesforce features including Flows, automation tools, custom objects, page layouts, validation rules, and security settings.
• Strong understanding of Salesforce data architecture, including objects, relationships, and data governance.
• Experience managing user permissions, security models, and role hierarchies.
• Familiarity with Salesforce integrations and third-party applications.
• Experience supporting business teams such as Sales, Operations, and other Support Functions.
• Strong analytical and problem-solving skills with the ability to troubleshoot complex issues.
• Excellent communication skills and the ability to collaborate with technical and non-technical stakeholders.
• Experience supporting Salesforce releases, sandbox management, and deployment processes.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience working with Salesforce AI capabilities such as Agentforce, Einstein AI, or similar AI-driven automation tools.
• Understanding of AI-assisted service workflows and automated case handling within Salesforce Service Cloud.
• Ability to configure or support AI-powered chat, service agents, or intelligent automation within Salesforce environments.
• Experience supporting Salesforce vendor relationship management, including engagement with Salesforce account teams, licensing awareness, and coordination on platform capabilities and roadmap discussions.
• Experience with AI governance, monitoring, and performance optimization within enterprise platforms is preferred.

Tech Stack

• Cloud

Benefits

• Autonomy & Flexibility (Work in Any Way): Remote first, with the flexibility to include school runs and gym breaks in your schedule all while maintaining a high standard of work.
• Bonding Leave: Enjoy paid leave to bond with your new family member.
• 2 Charitable Days: Contribute to causes you believe in.
• Reward & Recognition Program: Be rewarded for your success and championing our values.
• Corporate bonus/SIP: All Guardians are eligible for our annual bonus scheme or sales incentive plan.
• Coworking Space: Need to meet with a client, utilize admin services or just get out of the house? We’ve got you covered with flexible workspace options based on location.