About

Retail Insights delivers scalable, innovative, and cost-effective IT solutions through centers in India, Dubai, and the U.S. We specialize in Full Stack Development, Data & AI/ML, Mobile, DevOps, and digital platforms like Adobe, Salesforce, Shopify, Snowflake, and Blue Yonder.

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 strong focus on Service Cloud and automation
Proven experience implementing AI-driven or intelligent automation solutions in customer service environments
Solid 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 stakeh

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