Lead Salesforce Administrator and Release Manager

We are seeking an accomplished Senior Salesforce Administrator and Release Manager to lead the end-to-end administration of our Salesforce platform. This is a deeply hands-on role centred on platform ownership, day-to-day administration, continuous improvement, and keeping the platform stable, healthy, and always moving forward. The right candidate lives in the org, knows every corner of it, and takes full personal accountability for its quality and the experience it delivers to the teams that depend on it.

The role requires expertise across Salesforce Service Cloud, Experience Cloud, Omni-Channel, Enhanced Messaging (MIAW / Enhanced Chat), Einstein Bots, and Mobile Publisher, as well as Copado and enterprise release management.

The candidate will have responsibilities across the following functions:

Platform Administration, Testing and Salesforce Support Ownership:

• Serve as the senior hands-on subject matter expert for the Salesforce platform, with full day-to-day ownership and accountability across all core products.
• Lead all platform operations including user access management, profiles, permission sets, licensing strategy, and org configuration.
• Own the end-to-end management of platform issues proactively identifying broken or degraded functionality, performing deep functional testing, raising structured tickets with Salesforce Support, following up relentlessly, and driving every issue through to validated closure.
• This work demands intensity, personal ownership, and consistent follow-through.
• Advise Product Owners on the best path forward when bugs or platform changes affect the production implementation, balancing urgency, platform constraints, and long-term maintainability.
• Administer, configure, and troubleshoot Service Cloud, Omni-Channel, Enhanced Messaging (MIAW / Enhanced Chat), Experience Sites, Einstein Bots, and Mobile Publisher with deep working knowledge of how each product is configured, how they interact, and where they are most likely to break.
• Proactively monitor and reduce platform error rates: flow errors, Apex exceptions, and integration failures in production and lead metadata standards initiatives covering naming conventions, descriptions, and hygiene requirements.

Collaboration with Architect and Delivery Teams:

• Work closely with Architects and Delivery Teams as the org-level checkpoint between design intent and what gets built and deployed, ensuring all solutions are compliant, secure, and aligned with platform standards and governance guidelines.
• Serve as a strong communicator and technical bridge between Architects, Developers, QAs, and Product Owners, translating platform capabilities and constraints into clear, actionable guidance for each audience.
• Mentor Junior Admins and Developers, sharing platform knowledge and enforcing configuration and design standards across the delivery team.
• Participate in relevant Agile ceremonies proactively flagging platform risks, dependencies, and constraints.

Release Management and DevOps (Copado):

• Own and mature the end-to-end release management process across all Salesforce environments from story readiness through deployment and post-release validation.
• Oversee configuration, maintenance, and enhancement of Copado pipeline, user stories, and deployment jobs.
• Direct, support, and execute complex metadata and code deployments across Dev, QA, UAT, and Production environments.

Requirements:

• Bachelor's degree in business, Computer Information Systems, or related field.
• Exceptional spoken and written English communication skills.
• 7-12 years of hands-on Salesforce Administrator experience, with demonstrable expertise in Service Cloud and Omni-Channel.
• Salesforce Certified Platform Administrator (required).
• Salesforce Advanced Administrator Certification (required).
• Experience administering Salesforce in a large enterprise environment with multiple concurrent delivery teams.
• Exceptional ability to work across cross-functional teams and geographies.
• Extensive DevOps and release management experience, especially with GitLab and Copado.
• Salesforce development background knowledge: Apex, SOQL, LWCs.

Behavioural Competencies:

• Lead initiatives with high accountability, create a collaborative environment with a solution-based approach.
• Serve as a trusted advisor and mentor for the team, offering technical advice.
• Ability to communicate with precision, engaging team and stakeholders to build trust and reliable working relationships across cross-functional teams and geographies, enabling organisational alignment.
• Ability to set priorities with the team by understanding interdependence, inspiring team members with consistent focus, quality output, and timelines.
• Constantly keep oneself updated on current technology and trends to drive innovative decisions through piloting forward-thinking approaches to complex problems in one's own area of work.
• Inquisitive to understand customer priorities and business challenges while creating value for technical solutions.

Preferred Qualifications:

• Demonstrable experience in Experience Cloud and Enhanced Messaging (MIAW / Enhanced Chat).
• Hands-on experience with Einstein Bots and Salesforce Messaging deployments for tens of thousands of users.
• Experience managing Mobile Publisher applications, including push notifications and MDM coordination.
• Experience with CRM Analytics (CRMA).