BENGALURU · FULLTIME
Service Cloud Agentforce Developer
NTT DATA BUSINESS SOLUTIONS
Bengaluru · onsite · Posted 55d ago
Sourced from
Undisclosed8–13 yrsfulltimeBengaluru
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Section · 01
About this role
Job Summary
Requirements
Key Skills Responsibilities
Core Expertise (Service Cloud Focus)
Development Integration Skills
Deployment Data Management
Agentforce Conversational AI
Other Skills
Certifications (Preferred)
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.
- Strong 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
Sourced from naukri
Section · 02
Skills
Customer ServiceGraphQLAutomationcustomer satisfactionAgentforcevisualforceamazon web servicesSla TrackingNatural Language ProcessingAnalyticsSLAApexService CloudcloudData ManagementStakeholder ManagementsalesforceETLSOAPMiddlewareArtificial Intelligence
Section · Company
About NTT DATA Business Solutions
NTT DATA BUSINESS SOLUTIONS
IT Services & Consulting
4k+
employees
1989
37 years old
Hyderabad / Secunderabad, Telangana
India
About
NTT DATA Business Solutions helps clients innovate and transform through expert SAP solutions, advisory, implementation, and managed services.
Industries
IT Services & Consulting
Employee ratings
2,105 reviews
4.1/ 5
Culture
4.0
Career growth
3.5
Work-life
4.0
Employees rate it well for
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