Manage user provisioning, roles, profiles, permission sets, and SSO policies.
Configure Service Cloud features: Case management, Omni‑Channel routing, Queues, Milestones/Entitlements, Knowledge, and digital channels including MIAW.
Implement Service Cloud Voice: set up telephony integration, call routing, transcription, and real‑time call insights.
Build and maintain declarative automation (Flows, Approvals), Lightning pages, dynamic forms, and layouts.
Configure Einstein Bots, Einstein Case Classification, and Next Best Action for predictive and prescriptive service workflows.
Deploy Agentforce capabilities: AI‑driven agent assistance, real‑time guidance, and productivity tools.
Monitor AI model performance, accuracy, and compliance with data privacy standards.
Configure Data Streams, DMOs, identity resolution, calculated insights, and segments.
Manage consent and data usage policies; ensure data harmonization and activation health.
Implement least‑privilege access, encryption, and audit controls.
Support regulatory audits (GDPR, FCA, SOX) and maintain evidence for compliance.

Requirements

Strong Salesforce Administration experience; particularly Service Cloud expertise.
Hands‑on experience with Service Cloud Voice, Einstein AI features, and Agentforce.
Familiarity with Data Cloud and OwnBackup.
Strong skills in Flows, Lightning App Builder, reports/dashboards, and AI configuration.
Experience with Einstein Bots, Next Best Action, and AI model tuning.
Familiarity with Agentforce roadmap.
Certifications: Salesforce Administrator, Service Cloud Consultant, Data Cloud Consultant, Einstein AI, OwnBackup.
Familiarity with Splunk for monitoring, logging, and operational analytics.
Knowledge of compliance frameworks (GDPR, FCA, SOX).

Benefits

Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
Life Assurance and Group Income Protection
Private Medical Insurance – Provided by Bupa
25 Days Annual Leave, plus bank holidays
Staff Discounts on our investment products
Personal & Well-being Fund – Supporting your physical and mental wellness
Retail Discounts – Savings at a wide range of high street and online retailers
Voluntary Flexible Benefits – Tailor your benefits to suit your lifestyle

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Salesforce AdministrationService CloudService Cloud VoiceEinstein AIAgentforceFlowsLightning App BuilderEinstein BotsNext Best ActionAI model tuning

Certifications

Salesforce AdministratorService Cloud ConsultantData Cloud ConsultantEinstein AIOwnBackup