[Hiring] Salesforce Sales & Service Cloud Administrator @Bounteous

Role Description

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
  • Own day-to-day administration of custom and standard objects, page layouts, record types, and data model changes.
  • 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.
  • Configure and maintain approval processes, including entry criteria, approval steps, and email/notification actions.
• Sales Cloud Administration
  • Configure and maintain Lead, Account, Contact, and Opportunity objects, sales processes, stages, and validation rules that support accurate pipeline management.
  • 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.
  • Maintain forecast hierarchy, forecast categories, quotas, and Enterprise Territory Management for accurate pipeline visibility and rep assignment.
  • Configure lead assignment rules, lead conversion mapping, and duplicate/matching rules to keep sales data clean and actionable.
  • Support Sales Engagement (cadences), Einstein Sales features, and emerging Agentforce Sales capabilities as adopted by the team.
• Service Cloud Administration
  • Configure Case objects, record types, and Service Console layouts to support agent workflows.
  • Administer Omni-Channel queues, routing configurations, and skills-based assignment (Enhanced Omni-Channel).
  • Maintain the Knowledge base, article types, data categories, and publishing workflows.
  • Configure Entitlement processes and milestones to support SLA compliance and case escalation.
• Cross-Functional Collaboration
  • Partner closely with Salesforce engineers and architects to ensure declarative configuration aligns with broader technical architecture.
  • Work with product management and program delivery leads to translate business requirements into scoped, sized, and sequenced backlog items.
  • Provide estimation support for upcoming stories, enhancements, and change requests.
  • Diagnose root cause and implement fixes or workarounds for production issues, working cross-functionally as needed.
• Continuous Improvement & Emerging Initiatives
  • Identify and drive continuous improvement opportunities across configuration, automation, and admin processes.
  • Support Salesforce Lightning Outlook integration configuration and troubleshooting, as needed.
  • Contribute to Agentforce proof-of-concept activities, including configuration support and testing for agentic AI use cases.
• Agile Delivery & Team Support
  • Attend standups, sprint planning, backlog refinement, and retrospectives during Pacific Time business hours.
  • Support sandbox testing, deployment coordination, and post-release validation.
  • Present and support bi-weekly stakeholder demos.
  • Provide occasional after-hours or weekend support for critical/high-severity production issues.

Qualifications

• 3+ years of hands-on Salesforce administration, including 1+ years supporting Sales Cloud and/or Service Cloud in a production environment.
• Strong working knowledge of objects, fields, record types, relationships, and page layouts.
• Proven experience building and maintaining Flow automation and approval processes.
• Practical experience with Opportunity/Lead management, products, price books, quotes, and forecasting configuration.
• Practical experience with Case management, Omni-Channel, Knowledge, and Entitlement/SLA setup.
• Solid grasp of profiles, permission sets, role hierarchy, OWD, and sharing rules.
• Comfortable working within Scrum or Kanban, including backlog grooming and story estimation.
• Able to troubleshoot production issues under time pressure and communicate status to technical and non-technical stakeholders.
• Able to work core hours aligned to Pacific Time, including occasional after-hours/weekend support.

Preferred Qualifications

• Salesforce Certified Administrator required; Platform Administrator II (formerly Advanced Administrator) strongly preferred.
• Salesforce Certified Sales Cloud Consultant a plus.
• Salesforce Certified Service Cloud Consultant a plus.
• Experience with Lightning Sync or Lightning for Outlook.
• Familiarity with Agentforce, Einstein (Copilot/Service Assistant), including POC or pilot experience.
• Supporting large-scale, multi-team Salesforce programs in hospitality, gaming, or similar industries.
• Familiarity with change sets, Salesforce CLI, Gearset, Copado, or similar.

Benefits

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Company Description

Bounteous is a global AI Services firm where agentic engineering and human experience converge to deliver transformative business outcomes for the enterprise. We help organizations design, build, and scale AI-driven products, platforms, and processes. With more than 5,000 team members worldwide, Bounteous delivers AI that sticks, powering adoption and outcomes that move organizations from experimentation to true transformation.