3+ Years of experience

Bengaluru

Responsibilities

- Lead the design and implementation of AI-powered service automation solutions using Salesforce Agentforce
- Configure and manage intelligent agents to handle customer queries, case routing, and service workflows
- Define agent decision logic, escalation paths, and automation rules to enhance service efficiency
- Integrate Agentforce with Salesforce Service Cloud, CRM data, and backend enterprise systems
- Collaborate with business and service teams to identify automation opportunities across customer support journeys
- Ensure seamless handoff between AI agents and human service agents
- Monitor agent performance, accuracy, resolution rates, and customer experience metrics
- Optimize agent behavior based on insights, feedback, and performance analytics
- Define and track KPIs for AI-driven service operations, including deflection rate, resolution time, and CSAT
- Support UAT planning, execution, and business validation for AI-enabled service flows
- Ensure compliance with data security, privacy, and governance standards
- Act as a subject-matter expert for Agentforce best practices and AI-driven service design
- Support releases, enhancements,



and post-production optimization
- Drive continuous improvement and innovation in autonomous service capabilities

Requirements

- Minimum 3+ years of experience in Salesforce ecosystem with solid focus on Service Cloud and automation
- Proven experience implementing AI-driven or intelligent automation solutions in customer service environments
- Strong understanding of customer support operations, service workflows, and escalation models
- Hands-on experience with Salesforce Flows, automation tools, and integrations
- Ability to work closely with business stakeholders, service teams, and technical teams
- Strong analytical, problem-solving, and decision-making skills
- Experience working in Agile / Scrum delivery environments
- Excellent communication and stakeholder management capabilities

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Software Engineer-Agentforce (Karnataka)
🏢 Retail Insights
📍 Karnataka