Job Description

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About the Role
We are looking for a Senior Salesforce Administrator to take a lead role in the ongoing development, stability, and optimisation of Salesforce at Telegraph Media Group.
This role is central to supporting our AI-driven transformation and ensuring the integrity of a complex Service Cloud + Zuora subscription ecosystem. You will oversee advanced BAU work, drive key AI initiatives (Agentforce & Einstein for Service), and work closely with developers, architects, and business stakeholders to deliver scalable, resilient solutions.
You will be responsible for advanced configuration, automation, troubleshooting, flow design, and deployment processes. The position sits at the heart of our digital and customer operations strategy and is ideal for someone who wants to work across modern Salesforce capabilities, including Agentforce for Service, Einstein Copilot actions, and intelligent automation across channels.
You will lead on higher-complexity work, act as a subject-matter expert, and play a key part in shaping TMG's AI roadmap. To be successful in this role, you will need proven experience within Agent Force and Einstein for Service.
Key Responsibilities
Platform Ownership & Advanced Administration

• Act as a senior system administrator across TMG's Salesforce platform, with ownership of advanced BAU tasks and complex support requests.
• Design, build, debug, and optimise Flows, orchestrations, automations, and error-handling frameworks.
• Lead the investigation and resolution of complex issues, including failures in integrations, flows, API-driven processes, and subscription logic (Zuora/MPP).
• Oversee release management alongside developers, including participating in deployment rota, validating builds, and ensuring sandboxes remain aligned with production.

Agentforce / Einstein
Lead the configuration and expansion of Agentforce for Service, including:

• New agent builds or updates to existing agents
• Reasoning engine filters and deterministic behaviour
• Action orchestration and topic configuration
• Testing, regression, and behavioural tuning

Support the rollout of Einstein for Service capabilities, including:

• Service Replies / Email Drafts
• Article Recommendations

Case Wrap-Up enhancements
Case Classification improvements * Einstein Copilot Actions and future expansions such as Next Best Action/Service Plans
Stay current with rapidly evolving AI features and help guide internal adoption.
Collaboration, Stakeholder Engagement & Delivery

• Work closely with our developers and QAs on solution design, technical refinement, and deployment readiness.
• Partner with the business to translate requirements into actionable Salesforce solutions that are scalable and maintainable.
• Document configuration, logic, and release steps in Jira/Confluence.
• Assist in internal training and enablement, helping bring AI and automation features into day-to-day agent workflows.

Governance, Data Quality & Platform Hygiene

• Conduct regular platform health checks, audits, and maintenance cycles.
• Support data quality initiatives, ensuring accuracy across subscriptions, offers, case management, and customer objects.
• Contribute to improving platform governance processes, including testing, change control, and regression cycles.

Essential Skills
Salesforce Skills

• Strong, hands-on experience configuring Service Cloud in a complex environment.

Expert-level Flow creation, troubleshooting, and optimisation. * Experience with deployments, change sets/devops tooling, and sandbox management.
Ability to design scalable, maintainable solutions that follow platform best practices. * Strong understanding of Salesforce data structures, APIs, and error-handling principles.

• Experience with Omni-Channel, case assignment routing, and automation around service operations.

AI/Agentforce/Einstein

• Experience working with Agentforce / AI Agents or a strong ability to learn rapidly.
• Familiarity with Einstein for Service tools (Email Drafts, Case Wrap-Up, Article Recommendations, Case Classification).
• Ideally holds Agentforce Specialist certification or relevant Trailhead credentials.

Working Style & Delivery

• Proven experience in a senior admin or advanced second-line Salesforce role.
• Comfortable taking ownership of complex BAU issues and leading technical resolution.
• Experience working in Agile delivery teams with Jira/Confluence.
• Strong communication skills with both technical and non-technical stakeholders.
• Ability to support and guide junior admins and act as a subject-matter expert.

Desirable Skills

• Understanding of subscription platforms (Zuora, MPP) and subscription lifecycle logic.
• Background working in a multi-system environment with integrations and API monitoring.
• Exposure to Data Cloud or interest in learning it.
• Experience with Next Best Action or any other similar decisioning frameworks.

Benefits:
The nature of our industry means life at the Telegraph Media Group is fast-paced, demanding, and interesting. We also want it to be rewarding for everyone who works here by creating a suite of benefits that contribute to lifestyle choices and leisure activities. From dynamic working opportunities, medical cover, and parental leave (six months fully paid maternity leave and enhanced paternity/partner leave), to life assurance and season ticket loans, you can choose from a range of flexible benefits, designed to support your lifestyle and help you achieve a healthy work-life balance.
Training and development
With support from your manager and colleagues, you'll also have access to a variety of training and development opportunities through The Academy. Covering a range of personal and professional skills, our courses enable you to develop an enjoyable and rewarding career.
Our commitment to inclusion
At Telegraph Media Group, we foster a diverse and inclusive workplace and we are committed to building a team that reflects a wide variety of skills, perspectives and backgrounds. We believe in equality of opportunity and welcome candidates from all backgrounds, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief.
We are proud to be a Level 3 Disability Confident Leader as part of the government's Disability Confident Scheme. If you are disabled or have a long-term health condition and would like support in applying for any of our roles or if you require any reasonable adjustments in the recruitment process with us, please make us aware.
To find out more about Diversity, Inclusion and Belonging at Telegraph Media Group, and for more information on our purpose, beliefs, and people values, please visit our website.

Skills Required