Software Engineer-Agentforce

Retail Insights; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Retail Insights in Bengaluru specializes in IT solutions and AI-driven service automation using Agentforce. The role focuses on designing, configuring, and integrating intelligent agents with Salesforce Service Cloud and backend systems, ensuring smooth human-agent handoffs and measurable service improvements.

You will collaborate with business and service teams, monitor KPIs, support UAT, and uphold data governance in Agile environments. Minimum 3+ years in Salesforce and automation required.

Qualifications

• 3+ years of Salesforce ecosystem experience with focus on Service Cloud and automation.
• Experience implementing AI-driven automation in customer service environments.
• Strong understanding of service workflows and escalation models.
• Hands-on with Salesforce Flows and integrations.
• Excellent communication and stakeholder management.

Responsibilities

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

Skills

Salesforce

Service Cloud

Agentforce

AI-powered automation

Automation tools

Agile/Scrum

Stakeholder management

Analytics

Communication

Data privacy

Tools

Salesforce Flows

Agentforce

CRM integrations

Job description

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.

• 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

• 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