Salesforce Service Cloud & Agentforce Technical Lead

Tata Consultancy Services; Leeds; On-site; GBP 45,000 - 75,000; Full time

Benefits offered by this job

Pension

Health care

Life assurance

Laptop

Phone

Extensive training resources

Discounts within Tata network

Health and wellness initiatives

Sports events

Diversity and inclusion program

Job summary

Tata Consultancy Services (TCS) in the United Kingdom seeks a Salesforce Service Cloud & Agentforce Technical Lead with hands-on leadership for delivery across design, build, test, and deployment phases. You will translate backlog items into detailed technical designs and drive CI/CD automation using Salesforce DX, Git, and Azure DevOps.

Ideal candidates have strong Service Cloud experience, agentforce expertise, and proven distributed team leadership, with a focus on high-quality releases and

Qualifications

• Hands-on technical leadership in Salesforce delivery.
• Expertise in Apex, LWC, Flows, SOQL, Salesforce APIs, platform events and integration patterns.
• Strong Service Cloud experience incl. Case Management, Omni-Channel, Knowledge, Entitlements and Digital Engagement.
• Agentforce implementation experience incl. agent setup, actions, topics, prompts, service workflows, and human hand-off patterns.
• Azure DevOps expertise covering Boards, Repos, Pipelines, and Release Management.
• Experience with Trunk-Based Development and CI/CD automation using Salesforce DX, Git, Azure DevOps, Copado, Gearset or equivalents.
• Strong understanding of automated testing, code quality, release governance, environment alignment, and deployment controls.
• Excellent debugging, stakeholder communication, Agile delivery, and distributed team leadership skills.
• Desirable certs: Salesforce Application Architect, Platform Developer II, Service Cloud Consultant, AI Specialist.
• Exposure to MuleSoft, Data Cloud, or Service Cloud Voice desirable.
• Experience in retail or high-volume customer service operations desirable.

Responsibilities

• Lead hands-on implementation of Salesforce Service Cloud and Agentforce capabilities across design, build, test, and deployment phases.
• Translate solution architecture, backlog items, and user stories into detailed technical designs and delivery tasks.
• Develop and review Apex, LWC, Flows, integration services, reusable assets, and Service Cloud configurations.
• Configure and validate Agentforce agents, topics, actions, prompts, service workflows, AI-assisted responses, and escalation paths.
• Own technical delivery of sprint commitments while enforcing Salesforce engineering standards and best practices.
• Manage Azure DevOps Boards, Repos, and Pipelines for work item tracking, source control, build validation, and deployments.
• Implement and enforce Trunk-Based Development practices, including branch discipline, pull requests, peer reviews, and merge governance.
• Drive CI/CD automation using Salesforce DX, Azure DevOps, and tools like Copado or Gearset.
• Lead code reviews, configuration reviews, automated test validation, defect triage, and release readiness checks.
• Coordinate deployment planning, environment readiness, release notes, production cutover, and post-deployment support.
• Coach developers on Service Cloud, Agentforce, DevOps automation, secure coding, maintainable design, and reusable delivery patterns.

Skills

Apex

Lightning Web Components

Flows

SOQL

Salesforce APIs

Platform events

Integration patterns

Service Cloud

Omni-Channel

Knowledge

Entitlements

Digital Engagement

Agentforce

Azure DevOps

Boards

Repos

Pipelines

Release Management

Salesforce DX

Git

Copado

Gearset

CI/CD

Trunk-Based Development

Automated testing

Code quality

Release governance

Deployment controls

Debugging

Agile

Distributed team leadership

Salesforce Architect

Platform Developer II

Service Cloud Consultant

AI Specialist

Tools

Copado

Gearset

Salesforce DX

Azure DevOps

Git

Job description

Salary: £45,000 - 75,000 per year

Requirements

• We are looking for an experienced Salesforce Service Cloud & Agentforce Technical Lead with hands-on technical leadership in Salesforce delivery.
• We require expertise in Apex, Lightning Web Components, Flows, SOQL, Salesforce APIs, platform events, and integration patterns.
• We require strong Service Cloud experience, including Case Management, Omni-Channel, Knowledge, Entitlements, and Digital Engagement.
• We require strong Agentforce implementation experience, including agent setup, actions, topics, prompt configuration, service workflow testing, and human hand-off patterns.
• We require strong Azure DevOps expertise covering Boards, Repos, Pipelines, and Release Management.
• We require experience with Trunk-Based Development and CI/CD automation using Salesforce DX, Git, Azure DevOps, Copado, Gearset, or equivalent tools.
• We require a strong understanding of automated testing, code quality, release governance, environment alignment, and deployment controls.
• We require excellent debugging, stakeholder communication, Agile delivery, and distributed team leadership skills.
• Desirable certifications include Salesforce Application Architect, Platform Developer II, Service Cloud Consultant, or AI Specialist.
• Exposure to MuleSoft, Data Cloud, or Service Cloud Voice is desirable.
• Experience in retail or high-volume customer service operations is desirable.

Responsibilities

• We lead hands-on implementation of Salesforce Service Cloud and Agentforce capabilities across design, build, test, and deployment phases.
• We translate solution architecture, backlog items, and user stories into detailed technical designs and delivery tasks.
• We develop and review Apex, Lightning Web Components, Flows, integration services, reusable technical assets, and Service Cloud configurations.
• We configure and validate Agentforce agents, topics, actions, prompts, service workflows, AI-assisted responses, and escalation paths.
• We own technical delivery of sprint commitments while enforcing Salesforce engineering standards and best practices.
• We manage Azure DevOps Boards, Repos, and Pipelines for work item tracking, source control, build validation, and deployments.
• We implement and enforce Trunk-Based Development practices, including branch discipline, pull requests, peer reviews, and merge governance.
• We drive CI/CD automation using Salesforce DX, Azure DevOps, and relevant deployment tooling such as Copado or Gearset.
• We lead code reviews, configuration reviews, automated test validation, defect triage, and release readiness checks.
• We coordinate deployment planning, environment readiness, release notes, production cutover, and post-deployment support.
• We coach developers on Service Cloud, Agentforce, DevOps automation, secure coding, maintainable design, and reusable delivery patterns.

Technologies

• AI
• Apex
• Architect
• Azure
• CI/CD
• Cloud
• DevOps
• Git
• Support
• Lightning Web Components
• MuleSoft
• Network
• Salesforce
• Web
• Security

More

We are TCS, a purpose-led transformation company built on belief. We help businesses transform through technology and make a meaningful difference to the people and communities they serve. Our clients include some of the biggest brands in the UK and worldwide, and this role offers the chance to make an impact through ambitious, innovative work. This is a permanent, full-time role based in Leeds, United Kingdom, with work from office arrangements. We offer competitive salary packages with pension, health care, life assurance, laptop, phone, extensive training resources, and discounts within the wider Tata network. We also provide health and wellness initiatives, sports events, and a strong commitment to diversity, inclusion, accessibility, and wellbeing.

last updated 33 week of 2026