Role: Salesforce Agentforce Technical Lead

Shift:1 PM IST to 10 PM IST

Role Summary

- Lead the implementation, enhancement, customization, and operational excellence of the Salesforce Agentforce platform.
- Design and deliver new Agentforce use cases to meet evolving business requirements.
- Configure and optimize Agentforce agents, topics, actions, prompts, workflows, and AI capabilities.
- Provide technical leadership across Salesforce Service Cloud, Experience Cloud, OMS, and enterprise integrations.
- Drive platform scalability, reliability, and continuous improvement through best practices and governance.
- Act as the technical lead for complex production issues, major incidents, and platform enhancements.
- Mentor and guide the support team, providing technical direction and knowledge sharing.
- Monitor the support team during assigned shifts and provide hands-on assistance for complex technical issues, critical incidents, and challenging tickets whenever required.

Required Skills

Salesforce & Agentforce

- Salesforce Platform
- Salesforce Service Cloud
- Salesforce Experience Cloud
- Salesforce Administration
- Salesforce Flows
- Apex
- Lightning Web Components (LWC)
- REST APIs and OAuth
- Security and Access Management
- Production Support and Troubleshooting
- Robust understanding of Agentforce architecture and capabilities.
- Experience implementing Salesforce Agentforce solutions end to end.
- Experience configuring Agentforce agents, topics, actions, prompts, and workflows.
- Experience enhancing and customizing Agentforce solutions to meet business requirements.
- Ability to design and implement new Agentforce use cases.
- Experience troubleshooting Agentforce execution and AI workflows.

Integration

- Salesforce OMS
- Oracle Integration Cloud (OIC)
- Enterprise integrations




- API troubleshooting and monitoring

Operational Excellence

- Incident Management
- Major Incident Management
- Problem Management
- Root Cause Analysis (RCA)
- Release Management
- Service Governance
- SLA and KPI Management
- ITIL Foundation (Preferred)

Monitoring & Observability

- Splunk
- Dynatrace
- New Relic
- Datadog
- Salesforce Monitoring Tools

Key Responsibilities

- Lead the implementation, enhancement, and customization of Salesforce Agentforce solutions.
- Design, develop, and deliver new Agentforce use cases aligned with business objectives.
- Configure and optimize Agentforce agents, topics, actions, prompts, workflows, and AI capabilities.
- Develop scalable Salesforce solutions using Apex, LWC, Flows, and integrations.
- Provide advanced technical support for complex production issues and customer-facing business workflows.
- Lead the investigation and resolution of Priority 1 and Priority 2 incidents.
- Perform technical triage across Agentforce, Salesforce, integrations, and downstream systems.
- Conduct Root Cause Analysis (RCA) and implement preventive actions for recurring issues.
- Support production releases, operational readiness, and change management activities.
- Review operational dashboards, service health, KPIs, and SLA compliance.
- Identify opportunities for platform optimization and continuous improvement.




- Act as the primary technical escalation point for the support team.
- Mentor Salesforce Digital Operations Engineers and provide technical guidance.
- Monitor the support team during assigned shifts and assist with complex technical issues, major incidents, and challenging tickets whenever required.
- Collaborate with business stakeholders, Salesforce teams, and third-party vendors to deliver scalable and reliable solutions.

Experience

Essential

- 710 years of experience implementing and supporting enterprise Salesforce solutions.
- Hands-on experience with Salesforce Service Cloud and Experience Cloud.
- Proven experience implementing Salesforce Agentforce or Salesforce AI solutions.
- Strong experience in Agentforce customization, enhancements, and delivering new business use cases.
- Experience developing Salesforce solutions using Apex, LWC, Salesforce Flows, and REST APIs.
- Experience supporting enterprise integrations and APIs.
- Strong background in production support, incident management, and release management.

Desirable

- Experience with Salesforce AI, Einstein AI, Prompt Builder, or Agentforce.
- Experience supporting OMS and Oracle Integration Cloud.
- Salesforce certifications such as Administrator, Service Cloud Consultant, AI Associate, or Agentforce Specialist.
- ITIL Foundation Certification.

Personal Attributes

- Strong analytical and troubleshooting skills.
- Excellent communication and stakeholder management abilities.
- Strong solution design and problem-solving skills.
- Proven technical leadership and mentoring experience.
- Ability to translate business requirements into scalable Agentforce solutions.
- Customer-focused with a proactive approach to continuous improvement.

📌 Salesforce Agentforce Technical Lead (India)
🏢 G10X
📍 India