- Company Name
- First Customer Contact Ltd
- Job Title
- Salesforce Administrator
- Job Description
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Job title
Salesforce Administrator
Role Summary
Lead and govern First Bus Contact Centre’s Salesforce platform, aligning technology strategy with business goals while ensuring robust security, data quality, and user adoption. Conduct day‑to‑day administration, advanced configuration, release management, and stakeholder collaboration to support seamless customer service operations.
Expactations
- Deliver a clear Salesforce roadmap in partnership with the Product Manager.
- Maintain governance, change‑control, and security best practices across the platform.
- Resolve complex configuration issues and act as the primary escalation point.
- Drive continuous improvement of processes, integrations, and user support.
- Mentor junior admins and foster a culture of high‑performance Salesforce use.
Key Responsibilities
- Define and enforce Salesforce governance models, policies, and compliance checks.
- Plan, coordinate, and execute releases, including CI/CD pipelines and QA testing.
- Configure and maintain workflows, validation rules, Flow Builder, approvals, and custom objects.
- Oversee integrations with external systems and manage related CI/CD workflows.
- Serve as the main liaison for senior stakeholders to capture requirements and translate them into actionable development plans.
- Provide 1st and 2nd line support, troubleshooting user issues, monitoring data quality, and creating remediation actions.
- Design, develop, and deliver training materials and sessions to improve platform adoption.
- Deliver regular reports on platform usage, performance, and enhancement status to executives and stakeholders.
- Manage relationships with third‑party vendors and Salesforce partner ecosystem.
Required Skills
- Proven senior Salesforce Administrator experience with line‑management responsibilities.
- Expertise in Salesforce Service Cloud (Classic and Lightning).
- Proficient with automation tools: Flow Builder, Apex fundamentals, workflows, validation rules, approvals.
- Strong governance, change‑control, and security implementation skills.
- Excellent stakeholder engagement, influence, and communication abilities.
- Capability to troubleshoot and resolve complex configuration challenges.
- Leadership qualities including coaching, delegation, and fostering a collaborative team culture.
Required Education & Certifications
- Salesforce Certified Administrator (minimum).
- Salesforce Service Cloud Consultant certification (preferred).
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