Service cloud Agentforce

Job description

**Role & responsibilities** We are seeking a skilled Salesforce Service Cloud professional with experience in **Agentforce (Salesforce AI for Service Agents)** to design, implement, and optimize customer service solutions. The role involves building intelligent agent experiences, automation, and AI-driven workflows to improve customer support efficiency. **Preferred candidate profile** - Design and implement **Salesforce Service Cloud solutions**, including case management, knowledge base, omnichannel routing, and automation. - Configure and deploy **Agentforce capabilities** (AI-powered agent assistance, conversational AI, automation for support agents). - Develop and customize Salesforce using: - Apex classes and triggers - Lightning Web Components (LWC) / Aura Components - Flows and Process Builder - Integrate Service Cloud with external systems using **REST/SOAP APIs**. - Implement **Omni-Channel, CTI integrations**, and customer engagement tools (chat, email, voice). - Build **AI-driven workflows**, recommendations, and automation using Salesforce AI / Einstein / Agentforce features. - Manage **knowledge articles**, service console configurations, and service analytics dashboards. - Collaborate with business stakeholders to gather requirements and translate them into technical solutions. - Ensure best practices for **security, scalability, and performance**. - Provide support, troubleshooting, and continuous improvements.