Agentforce Life Sciences - Manager, Technical Transformation- Sales & Service - Customer

Job description

**Summary** **Position Summary** **Customer** The Customer Team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, GenAI, transformative technologies, and creative design. We enable Deloitte client service teams to enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital product and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects, balancing business strategy, technology, creativity, and ongoing managed services to help solve the biggest problems that impact customers, partners, constituents, and the workforce. We also offer Business Process as a Service, enabling organizations to streamline operations and achieve greater efficiency through scalable, technology-enabled managed insights that guide ongoing transformation and operational excellence. **Position Summary** **Level:** Manager, Technical Transformation or equivalent As a Manager at Deloitte Consulting, you will drive the design, implementation, and delivery of cutting-edge artificial intelligence solutions for our clients. This role combines deep technical expertise with strong leadership capabilities and exceptional client management skills. You will serve as a bridge between complex technical implementations and business objectives, leading development teams while effectively communicating with stakeholders at all levels. **Work you’ll do:** - Technical Leadership & Architecture - Client Engagement & Solution Design - Team Management & Development - Service Delivery Excellence **The team** : Our Sales & Service team focuses on delivering marketing and growth objectives aligned with our clients’ brand values for measurable business growth. We help clients turn business values into measurable growth through creatively driven, personalized content, communications, and experiences that engage and inspire people to act. We implement and operate the technology platforms that enable personalized content, commerce and marketing user-centric experiences. In doing so, we transform our clients’ marketing and engagement operations into modern, data-driven, creatively focused organizations. Our team brings deep experience in creative and digital marketing capabilities by a combination of key focus areas i.e, Brand, Advertising, Experiences, Content, Marketing, Commerce, Products, Data and measurement/analysis. **Qualifications** **Must Have Skills/Project Experience/Certifications** : - 9–10+ years of hands-on experience in the Salesforce ecosystem, with a track record of leading delivery — not just building on it. - Deep, current Agentforce expertise — agent design and lifecycle; standard and custom topics; standard and custom agent actions (via Apex, Flow, and Prompt Templates); the reasoning engine; Agentforce Testing Center; the Agentforce Data Library; and connecting agents to channels such as Experience Cloud, email, and Slack. - Agent security & selection — strong command of the Agent User model and how it applies to Employee, Service, and Sales agents, and the judgment to choose the right agent type for a given use case. - Prompt engineering & grounding — Prompt Builder, prompt template types and their appropriate use, grounding techniques, and Data 360 (formerly Data Cloud) retrievers for accurate, personalized responses. - Trust & responsible AI — solid understanding of the Einstein Trust Layer, guardrails, LLM behavior, and responsible, governed AI usage. - Program management — proven ability to manage estimation, planning, staffing coordination, risk, and delivery tracking for large or complex implementations across multiple workstreams or releases. - Stakeholder leadership — demonstrated ability to manage stakeholders, lead client discussions, and communicate technical concepts clearly to business and technical audiences alike. - Platform breadth — strong understanding of Salesforce configuration, the security and sharing model, platform governance, and enterprise design best practices, plus data integration, migration, deployment strategy, and release management across complex environments. - Engineering fluency (direct and review, not necessarily author) — strong familiarity with Apex, Lightning Web Components, Visualforce, and Integration APIs, and with Git, Agile delivery, and DevOps / CI-CD practices — enough to set standards, review work, and make sound architectural calls. - Required certification — Salesforce Certified Agentforce Specialist. - Strong problem-solving, leadership, mentoring, and team-management skills. **Good to have** - Salesforce Certified AI Associate. - Salesforce Platform Developer, Administrator, or other platform certifications. - Project experience with Life Sciences and Health Care clients — patient experience, commercial, MedTech, provider, and/or payer. **Education:** - BE/B.Tech/M.C.A./M.Sc (CS) degree or equivalent from accredited university **Location:** - Bengaluru/Hyderabad/Pune/Chennai/Kolkata S&S Hashtag- #S&S2027 **Our purpose** Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. **Our people and culture** Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas and perspectives, and bring more creativity and innovation to help solve our clients’ most