Senior Salesforce Administrator

Title: Senior Salesforce Administrator
Department: Technology
Reporting line: Head of CRM Platforms
For over 160 years, The Telegraph’s stories, dispatches, interviews, and investigations have set the
agenda, sparked debate, and provided generations of readers with a trusted source of news,
information, and opinion.
Our vision, with quality journalism at the heart, is to pioneer new ways to serve 10 million registered
users and 1 million subscribers, by 2023, a vision we all stand behind. We wouldn’t be one of the
world's most successful media organisations without the talent, determination, and creative spirit of
our people. As our readers’ needs evolve, it's more important than ever that we recruit original
thinkers and innovative individuals who can keep us at the forefront of our industry. That means not
only journalists but also marketers, analysts, designers, engineers, and much more.
We want to foster the diversity of thought through our people, create inclusive working environments
that allow everyone to be their authentic selves at work while creating a sense of belonging to ensure
we have the highest performing teams.
Our 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 equal parental pay (six months fully paid for mothers and fathers), 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
We want you to feel you belong here and welcome candidates from all backgrounds. Our organisation
is on a continuous journey to achieve this sense of belonging, with focused inclusion policies, training,
and internal networks. We believe it’s not only the right thing to do but that there’s a strong business
case to support it. Because if you feel you belong, you’ll feel more comfortable, so you’ll be more likely
to achieve your best.
We have a number of internal networks that are totally inclusive and open for anyone to join. These

include internal inclusion networks covering employees from ethnic minority backgrounds, working
families, LGBTQ+, disabilities and long-term conditions, gender, wellbeing, and women in tech.
Your wellbeing is paramount, so we have trained over 100 Mental Health First Aiders in the last two
years to help support our employees. We’ve also signed the Tech Talent Charter, and are committed
to driving greater inclusion and diversity in tech.

Role purpose and overview
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.

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 and desirable skills required for the role

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.

The Telegraph’s goal is to 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 are an equal opportunities employer, hiring solely on merit and business need. We encourage
applications regardless of sex, gender identity, ethnicity, age, sexual orientation, gender
reassignment, religion or belief, marital status, pregnancy, parenthood, and disability. If you
require reasonable adjustments in any recruitment process with us, please make us aware.