Salesforce Administrator

Sr. Salesforce Administrator
American Hartford Gold | Los Angeles, CA | Full-Time | Hybrid (In-Office 4 Days/Week) About the Role American Hartford Gold is seeking an experienced, hands-on Senior Salesforce Administrator to co-own the day-to-day health, support, and continued evolution of Salesforce Sales Cloud, the system at the center of our sales operation. Reporting directly to the CIO, this individual will work side by side with our tenured Sr. Salesforce Developer/Admin and, once brought up to speed, will co-own the platform and serve as a go-to Salesforce expert for our business users, while also supporting the Five9 Virtual Contact Center (VCC) and Advanced Campaign Manager (ACM) platform, as well as our enterprise integrations that connect NetSuite and Salesforce to the rest of our systems landscape (currently built within Celigo).
We are a small but powerful technology team supporting a $1B+ annual revenue business, so this is a role with real visibility and impact. You will be equally comfortable resolving a user issue in the morning, building a Flow or Apex enhancement in the afternoon, and troubleshooting an integration in between. The right person takes genuine pride in responsive, proactive support, sweats the details when delivering new capabilities and trouble-shooting issues, and is energized by a fast-paced environment where priorities may shift and there is always something new to learn.
Approximate time allocation: 75% Salesforce Sales Cloud administration, support, and enhancements; 15% Five9 VCC and ACM support; 10% enterprise integration support (Celigo) or admin/user support of other platforms (e.g. Gong).What You’ll OwnSalesforce Sales Cloud Administration & User Support (approximately 75%)

• Co-own the Salesforce platform alongside our tenured Sr. Salesforce Developer/Admin; after an initial ramp-up period, serve as a primary administrator and first point of contact for Salesforce users across Sales and supporting business teams, delivering fast, friendly, and thorough resolution of requests and issues
• Share on-call coverage, knowledge, and best practices with your counterpart, and partner closely on design decisions, code and configuration reviews, and release planning to ensure continuity and consistency across the platform
• Manage users, profiles, permission sets, roles, sharing rules, and the overall security model, including onboarding, offboarding, and periodic access reviews
• Maintain and evolve core Sales Cloud configuration: leads, accounts, contacts, opportunities, products, page layouts, Lightning record pages, custom objects and fields, validation rules, queues, assignment and routing logic, and related automation
• Build, maintain, and troubleshoot automation using Flow, and, where needed, Apex triggers, classes, and batch/scheduled jobs; retire legacy Workflow Rules and Process Builders as appropriate
• Design and deliver occasional system enhancements, managing each one through the full delivery lifecycle described below
• Build and maintain reports and dashboards that give sales leadership and operations the visibility they need; support downstream analytics and BI teams with reliable, well-governed Salesforce data
• Support and help evolve Agentforce and related Salesforce AI capabilities, including agent configuration, topics, actions, MCP connections, prompt templates, and grounding in Salesforce data, in partnership with business stakeholders
• Safeguard data quality through validation, deduplication, mass updates and imports/exports (Data Loader, Data Import Wizard, or equivalent), and ongoing hygiene practices
• Manage sandboxes, change sets or DevOps pipelines, and release management following disciplined testing and deployment practices; stay on top of Salesforce seasonal releases and assess their impact
• Support and maintain Salesforce integrations in and out of the platform, including REST/SOAP APIs, Named Credentials, Platform Events, and managed or third-party AppExchange packages
• Maintain documentation of configuration, business processes, and data definitions; create user guides and deliver training that drives adoption
• Evaluate and administer AppExchange and other third-party applications, working with vendors on support as needed

Five9 Contact Center Support (approximately 15%)

• Provide administration and support for the Five9 Virtual Contact Center (VCC) and Advanced Campaign Manager (ACM), including user and skill management, campaigns, dispositions, dialing lists, call flows/IVR, List Sync Plus (LSP) and standard reporting
• Support the tight integration between Five9 and Salesforce, including the Five9 CTI/adapter configuration, screen pops, call logging, and data synchronization between the two systems
• Troubleshoot and triage telephony and agent-experience issues in partnership with operations and client services leadership and with Five9 support
• Partner with business stakeholders to translate operations and client services needs into configuration changes that work seamlessly across both platforms
• Manage user on/off-boarding

Enterprise Integration Support (approximately 10%)

• Support Celigo (integrator.io) flows or other integrations that connect Salesforce, NetSuite and other enterprise systems, including monitoring for errors, troubleshooting failures, and resolving data mismatches
• Contribute to the design, build, testing, and documentation of new or modified integrations as business needs evolve
• Act as a technically credible partner to the broader technology team, understanding how our systems connect and where data flows between them

Delivery Lifecycle for New Work (Across All Areas)
Whether it is a Salesforce enhancement, a Five9 change, or a new or modified integration, you will own new work from idea to steady state:

• Requirements: meet with stakeholders to understand the business problem, ask the right questions, and gather, clarify, and document business requirements, including success criteria and downstream impacts
• Design and build: translate requirements into a right-sized solution, choosing declarative tools first and code where warranted, and build it in a sandbox following team standards
• Test: develop and execute test plans, including unit, regression, and integration testing, before anything reaches users
• UAT support: coordinate and support user acceptance testing, capture feedback, resolve defects, and secure stakeholder sign-off
• Training and communication: create documentation and quick-reference guides, deliver user training, and communicate changes clearly ahead of release
• Deployment: plan and execute releases with appropriate change control, scheduling, and rollback planning
• Ongoing support and continuous improvement: monitor adoption and performance after go-live, resolve issues quickly, gather feedback, and proactively identify opportunities to simplify, automate, and improve what we have built

What We’re Looking ForRequired Experience & Skills

• 7+ years of relevant, hands-on experience on Salesforce Sales Cloud projects and support work, with deep expertise in Sales Cloud administration
• Proven track record providing responsive, proactive user and system support in a business-critical environment, where you measure success by user satisfaction, not just ticket closure
• Experience recommending, architecting, and delivering new Salesforce features/capabilities to benefit the business; you have your finger on the pulse of new capabilities as Salesforce introduces them and proactively explore the “art of the possible” to innovate on behalf of the business.
• Strong command of Salesforce declarative tools: Flow, validation rules, custom objects and fields, Lightning App Builder, reports and dashboards, and the Salesforce security and sharing model
• Working proficiency with Apex (classes, triggers, test classes) and SOQL/SOSL, with familiarity with Lightning Web Components (LWC) a plus
• Experience with Salesforce integrations, including REST/SOAP APIs, middleware or iPaaS tools, and troubleshooting data flows between systems
• Experience with data management: imports/exports, mass updates, deduplication, and data quality practices
• Demonstrated experience managing the full lifecycle of new work: requirements gathering and documentation, build, testing, UAT support, user training, deployment, and ongoing support
• Solid understanding of release management best practices, including sandbox strategy, version control or change sets, and structured testing
• Excellent written and verbal communication skills, with the ability to explain technical topics clearly to non-technical audiences and to set realistic expectations
• Strong attention to detail when designing, building, and testing new capabilities
• Ability to thrive in a fast-paced environment with a variety of challenges, adapt to changing priorities and requirements, and learn new tools and technologies quickly
• Collaborative, team-first approach, including the ability to co-own a platform with a senior peer, and the self-motivation to take initiative and see work through to completion

Nice to Have

• Hands-on experience with Five9 (VCC, ACM, and/or the Five9 Salesforce adapter) or another cloud contact center platform or dialer integrated with Salesforce
• Experience with Celigo integrator.io or another iPaaS such as MuleSoft, Boomi, or Workato
• Experience configuring or deploying Agentforce, Einstein, or other AI agent and generative AI capabilities within Salesforce
• Experience with Salesforce-adjacent platforms and data sources such as NetSuite, HubSpot, Snowflake, or BI tools like Power BI
• Experience supporting a high-volume direct to consumer sales or call center environment, ideally in financial services (e.g. mortgage lender), or another regulated or high-velocity industry
• Experience in a lean technology team where you have helped build process, not just follow it
• Salesforce certifications such as Administrator, Advanced Administrator, Platform App Builder, Platform Developer I, Sales Cloud Consultant, or Agentforce Specialist

Who You Are Beyond the technical qualifications, the right person for this role brings a mindset and character that fits how we operate:

• You are responsive and proactive. You do not wait for users to report problems; you notice patterns, fix root causes, and keep stakeholders informed
• You default to yes. You look for ways to solve problems, not reasons something cannot be done
• You context-switch as the need arises without losing quality or getting frustrated
• You are a self-starter and sweat the details. When you deliver something new, it has been thought through, tested, documented, and communicated
• You communicate clearly with technical and non-technical colleagues, both written and verbal
• You are curious and flexible. You enjoy learning as well as bringing ideas to the table proactively
• You are a collaborative teammate who is as invested in the team’s success as in your own
• You have a holistic, business process architect mindset and look for ways to optimize our investment in Salesforce to improve business operations, including leveraging AI solutions where applicable

Work Arrangement This role is based at our West Los Angeles headquarters, with an in-office schedule of four days per week and remote work on Fridays. Based on strong job performance, there is potential for additional flexibility of one more remote day per week. About American Hartford Gold American Hartford Gold (AHG) is the nation’s largest retailer of gold and silver, founded on the principle of providing customers with unparalleled education and a fair deal. Headquartered in Los Angeles, CA, AHG has built its reputation on helping individuals and families diversify and protect their wealth with physical precious metals, earning an A+ rating from the Better Business Bureau and a 5-star rating on Trustpilot. A five-time honoree on the Inc. 5000 list of fastest-growing private companies, AHG serves clients nationwide with investment-grade gold and silver coins and bars, Gold IRA services, and a commitment to transparency and client satisfaction that has distinguished the company throughout its history. Our IT team prides itself in playing a direct role in enabling the growth and operational excellence of the business.
American Hartford Gold is an equal opportunity employer.

Salary Range: $145,000 - $155,000 annually