About
Retail Insights delivers scalable, cutting-edge, 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
- Strong understanding of customer support operations, service workflows, and escalation models
- Hands-on experience with Salesforce Flows, automation tools, and integrations
- Ability t

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