Salesforce Developer - Service Cloud & Agentforce

NTT DATA North America; Dadri; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

NTT DATA North America is seeking a Salesforce Developer – Service Cloud for Noida, Uttar Pradesh, India. The role requires minimum 5+ years of hands-on Salesforce experience, with strong Service Cloud expertise and a focus on customer service excellence.

Responsibilities include administering and developing Salesforce applications, delivering end-to-end projects, and optimizing agent productivity using Service Cloud features such as Omni-Channel and CTI integrations.

Qualifications

• 5+ years of Salesforce.com project experience.
• Deep expertise in Service Cloud implementations for enterprise clients.
• Proven ability to deliver end-to-end Salesforce projects focused on customer service excellence.

Responsibilities

• Administrate and develop Salesforce applications with a Service Cloud focus.
• Deliver end-to-end Salesforce solutions for clients, emphasizing agent productivity and service quality.
• Customize Salesforce with objects, workflows, and UI components, ensuring optimal performance.

Skills

Service Cloud Consultant

Salesforce Admin

Apex & LWC

REST/SOAP APIs

Omni-Channel

Tools

REST/SOAP APIs

AWS

Job description

Req ID: 379978

We are currently seeking a Salesforce Developer – Service Cloud to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

Service Cloud

Minimum 5+ 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 resolution 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.

Experience in building, configuring, and deploying bots to handle common service requests, including:

• 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

Equal Opportunity Statement

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us.

This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.