Salesforce Service Cloud Agentforce -Senior Associate

PwC; Hyderabad; On-site; INR 900,000 - 1,500,000; Full time

Job summary

PwC Acceleration Center India in Hyderabad seeks a Senior Associate to deliver tailored Salesforce Service Cloud solutions across client engagements. You will collaborate with global teams to design, implement, and optimize processes that enhance customer interactions and drive business outcomes.

The role emphasizes mentoring juniors, applying broad tooling, and navigating complex environments while upholding professional and technical standards.

Qualifications

• Bachelor's degree required.
• Minimum 3 years of experience.
• Proficiency in English (oral & written).

Responsibilities

• Analyze complex business requirements to design Salesforce Service Cloud solutions.
• Collaborate with clients to tailor Salesforce consulting services.
• Lead integration of Salesforce Service Cloud with enterprise systems.
• Develop and maintain project architecture and budgeting for implementations.
• Utilize Salesforce Lightning to customize interfaces for clients.
• Create training materials to support Salesforce adoption.
• Research emerging technologies for innovative design opportunities.
• Manage project tasks to ensure timely delivery.

Skills

Salesforce Service Cloud

Lightning Web Components

Apex Development

Integration Expertise

Training Material Development

Education

Bachelor's degree

Tools

Salesforce

Lightning Web Components

Apex

Omni-Channel

Job description

Job Description

Industry/Sector: Not Applicable

Specialism: Salesforce

Management Level: Senior Associate

Job Description & Summary

The Opportunity
Join our Acceleration Center India and help shape the future of business for our diverse client portfolio across geographies and jurisdictions. You’ll work at the heart of global teams across Advisory, Assurance, Tax and Business Services—solving real client challenges through connected collaboration. We’ll help you grow your skills so you can go further. With hands‑on learning, cutting‑edge tools and an inclusive culture, this is your opportunity to do inspiring work that makes a difference—every day.
As a Salesforce Service Cloud +Agentforce - Senior Associate, you will engage with clients to deliver tailored Salesforce solutions that enhance their business processes and customer interactions. Within our Technology Consulting practice, you will leverage your skills to navigate complex client environments, providing strategic insights and innovative solutions that align with their objectives. This role offers the chance to work directly with clients, building meaningful relationships and understanding their unique needs to deliver impactful results.
As a Senior Associate, you will develop your personal brand and technical skills while mentoring junior team members. You will analyze complex problems, anticipate client needs, and guide others through ambiguity to deliver quality work. Your role will involve using a broad range of tools and methodologies to generate new ideas and solve problems, all while maintaining professional and technical standards.
In this role at PwC Acceleration Center India, you will have the opportunity to deepen your understanding of the business context and how it is evolving. You will be expected to interpret data to inform insights and recommendations, contributing to the delivery of client solutions and the firm’s overall business strategies.

Responsibilities

• Analyzing complex business requirements to design and implement Salesforce Service Cloud solutions
• Collaborating with clients to understand their needs and provide tailored Salesforce consulting services
• Leading the integration of Salesforce Service Cloud with existing enterprise systems to enhance functionality
• Developing and maintaining project architecture and budgeting plans for Salesforce implementations
• Utilizing Salesforce Lightning to customize and optimize user interfaces for improved client engagement
• Creating and delivering training materials to support client adoption of Salesforce technologies
• Conducting implementation research to identify emerging technologies and innovative design opportunities
• Managing systems project management tasks to validate timely delivery of Salesforce solutions
• Providing technical consultation and support for Salesforce administration and technology integration
• Facilitating business process modeling to streamline operations and improve service delivery
• Engaging in business model development to align Salesforce solutions with client objectives
• Supporting the development of enterprise software strategies to drive technology innovation and integration

What You Must Have

• At least a Bachelors degree
• At least 3 years of experience
• Oral and written proficiency in English required

What Sets You Apart

• Preference for at least one of the following fields of study: Computer and Information Science, Management Information Systems
• At least one of the following: Salesforce Certified Administrator; additional Salesforce certifications such as Business Analyst, Advanced Administrator, Platform App Builder, or other role‑relevant Salesforce Cloud certifications
• Demonstrating proficiency in Salesforce Service Cloud and Salesforce Lightning Hands‑on experience with Lightning Web Components (LWC) and Apex development.

• Implementation experience with Salesforce Service Cloud, including case lifecycle management, knowledge base, and entitlement frameworks.
• Experience configuring Omni‑Channel routing, service console layouts, and live messaging.
• Utilizing analytical thinking to solve complex business challenges
• Excelling in developing training materials for Salesforce applications
• Embracing change and emerging technologies in client engagements
• Implementing technology solutions with a focus on enterprise integration

Travel Requirements

Not Specified

Job Posting End Date

Requirements