Salesforce Data Cloud +Agentforce -Senior Associate

The Opportunity Join our Acceleration Center India and help shape the future of business for our diverse client portfolio across geographies and jurisdictions. You’ll work at the heart of global teams across Advisory, Assurance, Tax and Business Services—solving real client challenges through connected collaboration. We’ll help you grow your skills so you can go further. With hands-on learning, cutting-edge tools and an inclusive culture, this is your opportunity to do inspiring work that makes a difference—every day. As a Salesforce Data Cloud +Agentforce - Senior Associate, you will engage with clients to deliver innovative solutions within our Salesforce practice. You will be part of a dynamic team focused on leveraging Salesforce Service Cloud technology to enhance business applications and drive commercial and service excellence. Your role will involve consulting with clients to understand their needs and applying your knowledge to develop tailored solutions that optimize their Salesforce capabilities. As a Senior Associate, you will navigate complex situations and build meaningful client relationships. You will utilize your problem-solving skills and critical thinking to analyze intricate concepts and anticipate client needs. Your role will also involve mentoring junior team members, guiding them to uphold professional standards and deliver quality work. You will be expected to embrace ambiguity and use it as an opportunity for personal growth and development. In this role at PwC Acceleration Center India, you will contribute to the delivery of client solutions, focusing on relationship building and managing others. You will deepen your understanding of the business context and use your skills to respond effectively to diverse perspectives, needs, and feelings. This position offers a chance to grow your personal brand and technical skills while working within our Salesforce practice.

Responsibilities

• Create tailored solutions on Salesforce’s AgentForce platform.
• Managing Salesforce Service Cloud implementations to enhance client service capabilities
• Building intelligent workflows, elevate the agent experience, and fine-tune case-management processes by harnessing AgentForce, Data Cloud, Apex, AI, and the broader Salesforce toolkit.
• Developing business process models and integrating enterprise software solutions
• Leading technical consultation and project architecture for Salesforce projects
• Utilizing Salesforce Lightning and Salesforce Administration skills to optimize platform performance
• Coordinating systems project management and technology integration efforts
• Creating and maintaining training materials to support technology implementation
• Analyzing business models and processes to identify opportunities for improvement
• Collaborating with teams to embrace change and drive innovative design solutions
• Supporting enterprise integration and IT infrastructure development
• Engaging in requirements elicitation and project budgeting to align with client needs What You Must Have
• At least a Bachelor's degree
• At least 4 years of experience
• Oral and written proficiency in English required What Sets You Apart
• Preference for at least one of the following fields of study: Computer and Information Science, Management Information Systems
• Design and implement custom AgentForce capabilities, leveraging Apex, Salesforce Flows, Data Cloud, and AI services.
• Create intelligent routing and decision logic that considers case priority, sentiment, and agent skillsets.
• Identify the data points needed for each use-case, assess data quality, and engineer cleansing routines.
• Map source data to CDP objects and fields, define object relationships, and configure unification algorithms.
• Develop Apex triggers, classes, and batch jobs for advanced case routing, task assignment, and other bespoke processes.
• Customize AgentForce actions—case creation, escalation, assignment—to minimize manual effort.
• Build secure APIs to enrich AgentForce with external data (customer DBs, analytics platforms).
• Apply CI/CD best practices (Salesforce DX, Git) to keep solutions maintainable, version-controlled, and deployment-ready.
• Familiarity with Git-based version control, CI/CD pipelines, and release management (Salesforce DX).
• At least one of the following: Salesforce Certified Administrator; additional Salesforce certifications such as Business Analyst, Advanced Administrator, Platform App Builder, or other role-relevant Salesforce Cloud certifications
• Demonstrating proficiency in Salesforce Service Cloud and Salesforce Lightning
• Utilizing analytical thinking to solve complex business problems
• Developing training materials to enhance team capabilities
• Implementing technology solutions in enterprise environments
• Excelling in communication and teamwork within client-focused projects