About The Role

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Position Summary

The Salesforce Administrator, AI & Automation Platform is responsible for the administration, configuration, governance,
and operational support of Riskonnect's Salesforce AI ecosystem, including AgentForce, Data Cloud, Einstein capabilities,
and future AI-enabled solutions.
This role ensures AI environments are properly configured, users are appropriately licensed and secured, and deployment
activities are executed in accordance with Riskonnect governance, compliance, and change management standards.
As a member of the AI Center of Excellence (COE), the Administrator partners closely with Customer Success, Product,
TechOps, Security, and Platform Engineering to enable safe, scalable, and repeatable AI adoption across the organization.

Essential Functions

Salesforce & AgentForce Administration

Configure and administer Salesforce AgentForce environments.
Create, manage, and publish AI agents within Salesforce.
Configure agent permissions, settings, and operational controls.
Maintain AgentForce configuration documentation and standards.
Manage Data Cloud configuration and access controls.
Support ongoing platform enhancements and AI feature rollouts.

User, License & Access Management

Provision and manage user accounts, roles, profiles, permission sets, and security groups.
Assign and manage Salesforce, AgentForce, and Data Cloud licenses.
Maintain access policies and complete periodic access reviews.
Ensure segregation of duties and support compliance with internal controls.

Environment & Release Administration

Support Sandbox, UAT, and Production environment readiness for CS/AI-related projects.
Coordinate release activities with Platform Engineering and Customer Success teams.
Execute deployment checklists, change control procedures, and production readiness validation.
Assist with rollback, recovery, and post-release validation activities when required.

Governance & Compliance

Enforce Salesforce governance standards and operational policies.
Support Security and Compliance reviews for new AI capabilities

Maintain audit trails, control documentation, and platform administration records.

Participate in risk assessments, access reviews, and configuration control reviews.

Monitoring & Operational Support

Monitor platform usage, license consumption, configuration health, and adoption metrics.
Troubleshoot administrative, access, permission, and configuration issues.
Manage queues, routing rules, permission sets, and declarative automation settings.
Coordinate with Platform Engineers on technical escalations and integration-related issues.
Maintain operational runbooks, knowledge articles, and administrative support documentation.

AI COE Enablement & Cross-Functional Collaboration

Support AI governance activities, release planning, and deployment readiness reviews.
Assist with AI pilot execution and customer rollout programs.
Contribute to AI operational standards, documentation, and training materials.
Partner with Customer Success, Product, Security, and TechOps teams to support approved AI use cases.

Qualifications

Required Experience

3+ years of Salesforce administration experience.
Salesforce Administrator Certification.
Experience managing Salesforce security models, profiles, permission sets, sharing rules, and user lifecycle processes.
Experience supporting enterprise Salesforce deployments and release management activities.
Familiarity with Salesforce Flows, declarative automation, and change sets or equivalent deployment processes.
Strong documentation, governance, troubleshooting, and operational support skills.

Preferred Experience

Salesforce Advanced Administrator Certification.
Salesforce AI Associate Certification or equivalent AI platform exposure.
Experience with Salesforce AgentForce, Data Cloud, Einstein, or related AI capabilities.
Experience in SaaS, Customer Success, Support, Services, or Operations organizations.
Knowledge of governance, compliance, and platform control frameworks.
Experience working with offshore or global teams.

Success Measures

Standardized administration and governance processes established for AgentForce.
Secure and compliant AI platform operations maintained.
Repeatable administrative procedures enabling faster AI capability deployment.
High quality access management, documentation, release readiness, and operational support.
Successful rollout support for Customer Success AI initiatives, including customer-facing agents, knowledge solutions, and

automation capabilities.