Senior Salesforce Service Cloud & Agentforce Lead

About the Role

NTT DATA's Client is seeking a Senior Salesforce Service Cloud & Agentforce Technical Lead with a minimum 5+ years of work experience in Salesforce.com projects.

Key Skills & Responsibilities

Highly experienced in Administration and application development using Salesforce.com, with deep expertise in Service Cloud implementations for enterprise clients. Proven track record in successfully delivering end-to-end Salesforce projects with focus on customer service excellence and agent productivity.

Core Expertise (Service Cloud Focus)

• Service Cloud Features: Hands-on experience with Service Console, Omni-Channel routing, AWS Chat integration, CTI (Computer Telephony Integration), Case Management, Email-to-Case, Knowledge Management, and AI-driven bot implementations (Einstein Bots / Agentforce-powered conversational bots) for enhanced customer support.
• Agentforce: Strong knowledge and implementation experience of Agentforce to improve service agent productivity, drive automation, and streamline service operations.
• Skilled in building customer-centric solutions leveraging Service Cloud best practices including SLA tracking, entitlement processes, escalation rules, and service contracts.
• Knowledge of analytics, reports, and dashboards for Service Cloud to monitor KPIs like case resolution time, agent performance, and customer satisfaction.

Development & Integration Skills

• Experienced in developing and maintaining Apex Classes, Triggers, Visualforce Pages, Lightning Web Components (LWC), and Flows to deliver custom solutions.
• Proficient in implementing system integrations with external platforms using REST/SOAP APIs, AWS, CTI connectors, middleware tools, and Platform Events for real-time communication and data exchange.
• Expertise in customizing Salesforce with objects, workflows, process builder, roles, profiles, sharing rules, validation rules, and page layouts.
• Strong understanding of Salesforce Governor Limits and experience in optimizing code to meet performance and scalability requirements.

Deployment & Data Management

• Responsible for deployment lifecycle management using Copado and Change Sets.
• Experienced in data migration and cleansing activities using Apex Data Loader and other ETL tools.

Agentforce & Conversational AI

• Practical experience working with Agentforce to design intelligent agent workflows, automate case handling, and improve agent efficiency through AI-assisted recommendations and summarization.
• Experience in building, configuring, and deploying bots to handle common service requests, including:
  • Designing conversational flows and dialog management
  • Integrating bots with backend systems via APIs
  • Enabling seamless handoff between bots and live agents via Omni-Channel
  • Leveraging NLP capabilities for intent recognition and customer interaction automation
  • Continuous improvement of bot performance using analytics and feedback loops

Other Skills

• Experience in designing and consuming GraphQL APIs to optimize data retrieval, reduce payload size, and improve performance in complex integrations.
• Capable of rapidly learning new technologies and processes, and successfully applying them to projects and operations.
• Strong project discipline with experience in managing deliverables, timelines, and cross-functional collaboration.
• Effective team player with the ability to work efficiently under pressure and within tight deadlines.
• Excellent communication and stakeholder management skills.

Certifications (Preferred)

• Salesforce Certified Service Cloud Consultant
• Salesforce Administrator / Platform Developer certifications

Pay

The starting hourly range for this remote role is $60.00 - $70.00/Hour. Actual compensation will depend on several factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications.