Software Engineer-Agentforce

Retail Insights; Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Retail Insights in Bengaluru is seeking a Salesforce automation specialist to design and implement AI-powered service automation using Agentforce within Salesforce Service Cloud. You will work with business and technical teams to define workflows, integration points, and governance, driving efficiency across customer journeys.

The role requires hands-on experience with Salesforce Flows, AI-driven automation, and strong stakeholder management in an Agile environment.

Qualifications

• Minimum 3+ years of experience in Salesforce ecosystem with strong focus on Service Cloud and automation.
• Experience implementing AI-driven or intelligent automation solutions in customer service environments.
• Strong understanding of customer support operations, service workflows, and escalation models.
• Hands-on experience with Salesforce Flows, automation tools, and integrations.
• Ability to work closely with business stakeholders, service teams, and technical teams.
• Strong analytical, problem-solving, and decision-making skills.
• Experience working in Agile / Scrum delivery environments.
• Excellent communication and stakeholder management capabilities.

Responsibilities

• Lead design and implementation of AI-powered service automation using Salesforce Agentforce.
• Configure and manage intelligent agents for queries, routing, and workflows.
• Define agent decision logic, escalation paths, and automation rules to improve efficiency.
• Integrate Agentforce with Salesforce Service Cloud, CRM data, and backend systems.
• Collaborate with business and service teams to identify automation opportunities across journeys.
• Ensure seamless handoff between AI agents and human agents.
• Monitor agent performance, accuracy, and customer experience metrics.
• Define and track KPIs for AI-driven operations (deflection, resolution time, CSAT).
• Support UAT planning, execution, and business validation for AI-enabled flows.
• Ensure data security, privacy, and governance compliance.
• Act as SME for Agentforce best practices and AI-driven service design.
• Support releases, enhancements, and post-production optimization.
• Drive continuous improvement and innovation in autonomous service capabilities.

Skills

Salesforce

AI-driven automation

Service Cloud

Agile / Scrum

Stakeholder management

Education

Bachelor's degree in Computer Science or related field

Tools

Salesforce Flows

Automation tools

Integrations

Job description

About

Retail Insights delivers scalable, innovative, and cost-effective IT solutions through centers in India, Dubai, and the U.S. We specialize in Full Stack Development, Data & AI/ML, Mobile, DevOps, and digital platforms like Adobe, Salesforce, Shopify, Snowflake, and Blue Yonder.

About

Retail Insights delivers scalable, innovative, and cost-effective IT solutions through centers in India, Dubai, and the U.S. We specialize in Full Stack Development, Data & AI/ML, Mobile, DevOps, and digital platforms like Adobe, Salesforce, Shopify, Snowflake, and Blue Yonder.

Responsibilities

• Lead the design and implementation of AI-powered service automation solutions using Salesforce Agentforce
• Configure and manage intelligent agents to handle customer queries, case routing, and service workflows
• Define agent decision logic, escalation paths, and automation rules to enhance service efficiency
• Integrate Agentforce with Salesforce Service Cloud, CRM data, and backend enterprise systems
• Collaborate with business and service teams to identify automation opportunities across customer support journeys
• Ensure seamless handoff between AI agents and human service agents
• Monitor agent performance, accuracy, resolution rates, and customer experience metrics
• Optimize agent behavior based on insights, feedback, and performance analytics
• Define and track KPIs for AI-driven service operations, including deflection rate, resolution time, and CSAT
• Support UAT planning, execution, and business validation for AI-enabled service flows
• Ensure compliance with data security, privacy, and governance standards
• Act as a subject-matter expert for Agentforce best practices and AI-driven service design
• Support releases, enhancements, and post-production optimization
• Drive continuous improvement and innovation in autonomous service capabilities

Requirements

• Minimum 3+ years of experience in Salesforce ecosystem with strong focus on Service Cloud and automation
• Proven experience implementing AI-driven or intelligent automation solutions in customer service environments
• Strong understanding of customer support operations, service workflows, and escalation models
• Hands-on experience with Salesforce Flows, automation tools, and integrations
• Ability to work closely with business stakeholders, service teams, and technical teams
• Strong analytical, problem-solving, and decision-making skills
• Experience working in Agile / Scrum delivery environments
• Excellent communication and stakeholder management capabilities

Education Qualification

• Minimum 3+ years of experience in Salesforce ecosystem with strong focus on Service Cloud and automation
• Proven experience implementing AI-driven or intelligent automation solutions in customer service environments
• Strong understanding of customer support operations, service workflows, and escalation models
• Hands-on experience with Salesforce Flows, automation tools, and integrations
• Ability to work closely with business stakeholders, service teams, and technical teams
• Strong analytical, problem-solving, and decision-making skills
• Experience working in Agile / Scrum delivery environments
• Excellent communication and stakeholder management capabilities

Join the team

Thank you for your keen interest in becoming a part of Retail Insights. We're eagerly looking forward to gaining deeper insights into your candidacy through this application.