Salesforce Sales & Service Cloud Administrator

Responsibilities

• It's a highly collaborative role embedded within a cross-functional delivery team, working daily alongside Salesforce engineers, architects, product management, and program delivery leads, with opportunities to contribute to Salesforce–Outlook integration and Agentforce proof-of-concept activities.
• 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
• 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.
• Solution design partnership
• Partner closely with Salesforce engineers and architects to ensure declarative configuration aligns with broader technical architecture.
• Backlog translation
• 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.
• Ceremony participation
• Attend standups, sprint planning, backlog refinement, and retrospectives during Pacific Time business hours.
• Release support
• Present and support bi-weekly stakeholder demos.
• Critical issue coverage

Requirements

• 3+ years of hands-on Salesforce administration, including 1+ years supporting Sales Cloud and/or Service Cloud in a production environment.
• Strong working knowledge of objects, fields, record types, relationships, and page layouts.
• Practical experience with Opportunity/Lead management, products, price books, quotes, and forecasting configuration.
• Practical experience with Case management, Omni-Channel, Knowledge, and Entitlement/SLA setup.

Preferred

• Certification
• Supporting large-scale, multi-team Salesforce programs in hospitality, gaming, or similar industries.

Cross-Functional Collaboration

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.

Agile Delivery & Team Support

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

Demo delivery

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

Automation expertise

Proven experience building and maintaining Flow automation and approval processes.

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.

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.

DevOps tooling

Familiarity with change sets, Salesforce CLI, Gearset, Copado, or similar.

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Bounteous is proud to be an equal opportunity employer. Bounteous does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status, or any other status protected under federal, state, or local law. Bounteous is willing to sponsor eligible candidates for employment visas.

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