Salesforce Agentforce-Senior Associate

PwC; Pune District, Bengaluru, New Delhi; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

PwC seeks an experienced Salesforce AgentForce developer to customize actions, build automated flows, and integrate with external systems. You will design intelligent routing, automate case handling, and enable scalable solutions across environments.

Responsibilities include Apex development, API integrations, testing, and deployment using Salesforce DX and Git. You’ll work with stakeholders to continually improve workflows and agent prompts for productivity and accuracy.

Qualifications

• AgentForce Platform expertise including configuring actions and prompts for productivity and decision-making.
• Apex development for automating workflows, triggers, and custom actions with real-time data and business rules.
• Custom Actions and Salesforce Flows integration to automate tasks like case assignments and escalations.
• API integrations to pull external data, invoke AI models, and drive decision-making.

Responsibilities

• AgentForce Action Customization: design and implement actions to automate case creation, escalation, and assignment.
• Apex & Workflow Automation: develop triggers, classes, and batch jobs for routing and tasks within AgentForce.
• Intelligent Routing and Decision-Making: implement routing using case priority, sentiment, and agent expertise.
• Cross-System Integration: design API integrations to enrich AgentForce with external data sources.
• Scalable, Maintainable Solutions: ensure solutions follow best practices, version control, and CI/CD pipelines.
• Testing & Deployment: manage deployment lifecycle with Salesforce DX and Git.
• Continuous Improvement & Feedback: collaborate with stakeholders to improve workflows and integrations based on feedback.

Skills

AgentForce Platform

Apex & Workflow Automation

Custom Actions and Flow

API Integrations

Automation & Scalability

AI and Predictive Analytics

Job description

Must-Have Skills and Experience:

• AgentForce Platform: Strong understanding and hands-on experience with AgentForce development, including configuring and customizing AgentForce actions (e.g., intelligent case routing, task automation, and contextual agent prompts) to enhance agent productivity and decision-making.
• Apex & Workflow Automation: Proficiency in Apex development for automating workflows, triggers, and custom actions. Ability to streamline processes based on real-time data and business rules.
• Custom Actions and Flow: Expertise in creating and customizing AgentForce Actions and integrating them with Salesforce Flows to automate tasks such as case assignments, escalations, and agent prompts.
• API Integrations: Hands-on experience developing REST/SOAP APIs and integrating third-party systems with AgentForce to pull in external data, invoke AI models, and drive decision-making.
• Automation & Scalability: Experience automating workflows with Apex, Process Builder, and Flow. Ensure scalability, optimization, and maintainability across various environments.
• AI and Predictive Analytics: Familiarity with integrating AI models into AgentForce, such as predictive case routing, agent workload balancing, and next-best-action recommendations.

Key Responsibilities:

• AgentForce Action Customization: Design and implement AgentForce actions to automate and streamline tasks such as case creation, escalation, and assignment. Work with Salesforce Flows to build adaptable workflows based on case data and agent context.
• Apex & Workflow Automation: Develop Apex triggers, classes, and batch jobs to automate custom business processes within AgentForce, including case routing and task assignments.
• Intelligent Routing and Decision-Making: Implement intelligent case routing based on various factors, such as case priority, customer sentiment, and agent expertise. Use predictive analytics to recommend optimal case handling actions.
• Cross-System Integration: Design API integrations to enrich AgentForce workflows with external data sources, such as customer databases or third-party analytics platforms, for informed decision-making.
• Scalable, Maintainable Solutions: Ensure custom AgentForce solutions are scalable and maintainable by following best practices for Apex development, version control, and CI/CD pipelines.
• Testing & Deployment: Manage the full deployment lifecycle of AgentForce customizations, ensuring thorough testing, quality assurance, and smooth deployment using Salesforce DX and Git.
• Continuous Improvement & Feedback: Collaborate with business analysts and stakeholders to continuously improve AgentForce by optimizing workflows, automation, and integrations based on feedback.