Salesforce LwC Agentforce-Senior Associate

PwC; Pune District, Bengaluru, New Delhi; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

PwC in Pune is seeking a skilled Salesforce-focused engineer to design and customize AgentForce actions, automate workflows using Apex, and integrate external data sources. You will work with Salesforce Flows to build adaptive processes for case routing, escalation, and agent prompts while ensuring scalable solutions across environments.

The role requires hands-on API integrations, familiarity with AI-enabled decision support, and experience in deployment pipelines using Salesforce DX and Git.

Qualifications

• Hands-on experience with AgentForce development and customization.
• Proficiency in Apex development for automating workflows and business rules.
• Expertise in creating and integrating AgentForce actions with Salesforce Flows.
• Experience building REST/SOAP APIs and integrating third-party systems with AgentForce.
• Ability to design scalable, maintainable AgentForce solutions using best practices.

Responsibilities

• Design and implement AgentForce actions to automate tasks such as case creation, escalation, and assignment.
• Develop Apex triggers, classes, and batch jobs to automate processes within AgentForce.
• Implement intelligent routing based on priority, sentiment, and agent expertise.
• Design API integrations to enrich AgentForce workflows with external data sources.
• Ensure scalability and maintainability through version control and CI/CD pipelines.
• Manage deployment lifecycle with Salesforce DX and Git, including testing and QA.
• Collaborate with stakeholders to continuously improve AgentForce workflows and integrations.

Skills

AgentForce Platform

Apex & Workflow Automation

Custom Actions and Flow

API Integrations

Automation & Scalability

AI and Predictive Analytics

Tools

Salesforce Flows

Git

Salesforce DX

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.