Salesforce Administrator

• Collaborate closely with Salesforce, Data, and Operations teams to ensure a cohesive approach to embedding AI enhancements within our CRM and Contact Centre platforms
• Identify opportunities to use AI to streamline processes within Salesforce and the Contact Centre, then help design, prototype, and deliver these features in partnership with our Salesforce and Data teams
• Play a pivotal role in supporting and implementing AI enhancements across our Salesforce CRM and Contact Centre platforms
• Work closely with the Head of AI to align on priorities, review progress against the AI roadmap, and ensure successful delivery of AI-driven Salesforce and Contact Centre solutions
• Stage and prepare functionality for deployment via our CI/CD pipeline (GitHub & Gearset), ensuring all metadata changes are correctly packaged
• Deliver both AI solutions within and outside of Salesforce, for example using MS Copilot and other Agentic third-party solutions
• Rapidly prototype AI use-cases (e.g. chatbots, predictive scoring), deliver POCs against defined criteria, gather stakeholder feedback, and iterate to readiness for full build
• Validate post-release functionality, and hand over to support teams with clear escalation paths and knowledge transfer sessions