Service Cloud Agentforce Developer

NTT DATA BUSINESS SOLUTIONS; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Bengaluru is seeking a seasoned Service Cloud Agentforce Developer to join our team. You will deliver end-to-end Salesforce projects, focusing on customer service excellence and agent productivity.

Role requires hands-on expertise in Service Cloud, Agentforce, and Salesforce customization including Apex, LWC, and APIs. Engagement includes deployment and data management with Copado/ETL tools.

Qualifications

• 8+ years of Salesforce.com project experience.
• Deep expertise in Service Cloud for enterprise clients.
• Administration and application development on Salesforce.com.
• Hands-on with Agentforce conversational bots and Einstein bots.

Responsibilities

• Deliver end-to-end Salesforce projects focusing on customer service and agent productivity.
• Design Service Cloud solutions including SLA tracking, entitlements and escalations.
• Develop integrations using REST/SOAP APIs and cloud connectors.
• Maintain code quality, optimize governor limits and performance.

Skills

Salesforce Admin

Service Cloud

Agentforce

Apex & Triggers

Lightning Web Components

Visualforce

Flows

REST & SOAP APIs

Omni-Channel

AI bot implementations

Education

Salesforce Certified Service Cloud Consultant

Salesforce Administrator / Platform Developer certifications

Tools

Copado

Change Sets

Apex Data Loader

ETL tools

GraphQL APIs

Job description

Job Summary

We are currently seeking a Service Cloud Agentforce Developer to join our team in Bengaluru.

Requirements

• Minimum 8+ 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 resoution 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.


• 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