Salesforce Developer - Service Cloud & Agentforce

NTT DATA BUSINESS SOLUTIONS; Dadri; On-site; INR 2,000,000 - 4,000,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS is seeking a Salesforce Developer - Service Cloud Agentforce in Noida, Uttar Pradesh, India. The role requires 5+ years in Salesforce projects, strong Service Cloud expertise, and hands-on Bot/Agentforce experience.

You will develop and customize solutions using Apex, LWC, and Visualforce, integrate with external systems via REST/SOAP, and manage deployments with Copado and Change Sets. AWS CTI and analytics experience are a plus.

Qualifications

• Minimum 5+ years of Salesforce.com project experience.
• Hands-on Service Cloud with Service Console, Omni-Channel routing, CTI, Email-to-Case, Knowledge Management, Einstein Bots/Agentforce bots.
• Agentforce experience to improve agent productivity, automation and service operations.
• Expertise with Salesforce customization (objects, workflows, process builder, roles, profiles) and governance.
• Proficiency in REST/SOAP API integrations and external system connectivity.
• Experience with Copado for deployments and data migration/cleansing with Apex Data Loader.
• Knowledge of KPI dashboards/reports for Service Cloud like case resolution time and CSAT.

Responsibilities

• Develop and maintain Salesforce solutions using Apex, LWC, Visualforce, and Flows.
• Integrate Salesforce with external systems via REST/SOAP APIs and middleware.
• Configure Service Cloud features, automation, SLA tracking, and entitlement rules.
• Lead deployment lifecycle with Copado and Change Sets.
• Design and deploy Agentforce bots and AI-assisted agent workflows.
• Create dashboards and reports to monitor KPIs like case resolution and agent performance.

Skills

Salesforce Service Cloud

Apex

LWC

Visualforce

Omni-Channel

Einstein Bot / Agentforce

REST/SOAP APIs

Data migration & ETL

SLA / Entitlements

Troubleshooting

Education

Bachelor's degree in CS or related

Tools

Copado

Change Sets

Apex Data Loader

Git

Platform Events

REST API Tools

Job description

Job Summary

We are currently seeking a Salesforce Developer - Service Cloud Agentforce to join our team in Noida, Uttar Pradesh, India.

Requirements

• Minimum 5+ years of work experience in Salesforce.com Projects.

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