Salesforce Sales & Service Cloud Administrator

Pacific Time Zone Coverage Required

We are seeking an experienced Salesforce Sales & Service Cloud Advanced Administrator to support the Caesars account. This role owns hands-on configuration and administration of the Salesforce org - objects, business processes, Flow-based automation, and approval processes - spanning both Sales Cloud and Service Cloud (SFSC), with particular focus on SFSC setup and optimization. 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.

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.