Job Summary

We are currently seeking a Service Cloud Agentforce Developer to join our team in Bengaluru.

Requirements

- Minimum 8+ 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 resoution 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.

- 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.

- Solid 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

📌 Service Cloud Agentforce Developer (Bengaluru)
🏢 NTT DATA Business Solutions
📍 Bengaluru