Salesforce Sales & Service Cloud Administrator

Information Security Responsibilities

• Promote and enforce awareness of key information security practices, including acceptable use of information assets, malware protection, and password security protocols
• Identify, assess, and report security risks, focusing on how these risks impact the confidentiality, integrity, and availability of information assets
• Understand and evaluate how data is stored, processed, or transmitted, ensuring compliance with data privacy and protection standards (GDPR, CCPA, etc.)
• Ensure data protection measures are integrated throughout the information lifecycle to safeguard sensitive information

Role and Responsibilities

Salesforce Configuration & Administration 

Object & data model administration  Own day-to-day administration of custom and standard objects, page layouts, record types, and data model changes.

Flow-based automation  Build and maintain business process automation using Flow (screen, record-triggered, and scheduled), including transition/retirement of legacy automation (Workflow Rules, Process Builder) where applicable.

Approval process management  Configure and maintain approval processes, including entry criteria, approval steps, and email/notification actions. 

Sales Cloud Administration 

Sales process & pipeline configuration  Configure and maintain Lead, Account, Contact, and Opportunity objects, sales processes, stages, and validation rules that support accurate pipeline management.

Products, pricing & quoting  Administer Product, Price Book, Price Book Entry, and Quote/Quote Template configuration to support the quote-to-close process; support CPQ or Revenue Cloud Advanced configuration where in scope.

Forecasting & territory management  Maintain forecast hierarchy, forecast categories, quotas, and Enterprise Territory Management for accurate pipeline visibility and rep assignment.

Lead routing & data quality  Configure lead assignment rules, lead conversion mapping, and duplicate/matching rules to keep sales data clean and actionable.

Sales productivity & AI tooling  Support Sales Engagement (cadences), Einstein Sales features, and emerging Agentforce Sales capabilities as adopted by the team. 

Service Cloud Administration 

Case & console management  Configure Case objects, record types, and Service Console layouts to support agent workflows.

Omni-Channel routing  Administer Omni-Channel queues, routing configurations, and skills-based assignment (Enhanced Omni-Channel).

Knowledge management  Maintain the Knowledge base, article types, data categories, and publishing workflows.

Entitlements & SLAs  Configure Entitlement processes and milestones to support SLA compliance and case escalation. 

Cross-Functional Collaboration 

Solution design partnership  Partner closely with Salesforce engineers and architects to ensure declarative configuration aligns with broader technical architecture.

Backlog translation  Work with product management and program delivery leads to translate business requirements into scoped, sized, and sequenced backlog items.

Effort sizing  Provide estimation support for upcoming stories, enhancements, and change requests.

Production troubleshooting  Diagnose root cause and implement fixes or workarounds for production issues, working cross-functionally as needed. 

Continuous Improvement & Emerging Initiatives 

Process optimization  Identify and drive continuous improvement opportunities across configuration, automation, and admin processes.

Outlook integration support  Support Salesforce Lightning Outlook integration configuration and troubleshooting, as needed.

Agentforce POC support  Contribute to Agentforce proof-of-concept activities, including configuration support and testing for agentic AI use cases. 

Agile Delivery & Team Support 

Ceremony participation  Attend standups, sprint planning, backlog refinement, and retrospectives during Pacific Time business hours.

Release support  Support sandbox testing, deployment coordination, and post-release validation.

Demo delivery  Present and support bi-weekly stakeholder demos.

Critical issue coverage  Provide occasional after-hours or weekend support for critical/high-severity production issues. 

Required Qualifications:

Salesforce admin experience: 3+ years of hands-on Salesforce administration, including 1+ years supporting Sales Cloud and/or Service Cloud in a production environment.
Data model fluency: Strong working knowledge of objects, fields, record types, relationships, and page layouts.
Automation expertise: Proven experience building and maintaining Flow automation and approval processes.
Sales Cloud configuration:  Practical experience with Opportunity/Lead management, products, price books, quotes, and forecasting configuration.
Service Cloud configuration: Practical experience with Case management, Omni-Channel, Knowledge, and Entitlement/SLA setup.
Security & sharing model: Solid grasp of profiles, permission sets, role hierarchy, OWD, and sharing rules.
Agile delivery experience: Comfortable working within Scrum or Kanban, including backlog grooming and story estimation.
Incident communication: Able to troubleshoot production issues under time pressure and communicate status to technical and non-technical stakeholders.
PT availability: Able to work core hours aligned to Pacific Time, including occasional after-hours/weekend support. 

Preferred Qualifications:

Certification Salesforce: Certified Administrator required; Platform Administrator II (formerly Advanced Administrator) strongly preferred.
Sales Cloud Consultant: Salesforce Certified Sales Cloud Consultant a plus.
Service Cloud Consultant: Salesforce Certified Service Cloud Consultant a plus.
Outlook integration: Experience with Lightning Sync or Lightning for Outlook.
AI exposure: Familiarity with Agentforce, Einstein (Copilot/Service Assistant), including POC or pilot experience.
Regulated / high-volume experience: Supporting large-scale, multi-team Salesforce programs in hospitality, gaming, or similar industries.
DevOps tooling:  Familiarity with change sets, Salesforce CLI, Gearset, Copado, or similar.