Salesforce Service Cloud Engineer (Integration focused + strong Agent force)

Veriipro; Seattle (WA); Hybrid; USD 140,000 - 210,000; Full time

Job summary

Veriipro seeks an experienced Salesforce Service Cloud Engineer (integration-focused) to lead design and implementation of complex Service Cloud solutions. You will mentor Agentforce developers, drive architecture discussions, and oversee secure, data-driven integrations across enterprise systems.

Strong focus on Agentforce, Apex, Flow and APIs, with collaboration across product, data, and stakeholders. The role requires deep Salesforce expertise, governance of data quality, and a phased

Qualifications

• >8+ years of experience delivering Salesforce solutions, with a strong focus on Salesforce Service Cloud in complex enterprise environments.
• >Deep understanding of Service Cloud capabilities, including omnichannel routing, digital channels, case management, knowledge management, entitlements, SLAs, and contact center operations.
• >Strong hands-on Agentforce implementation experience, covering use-case discovery, solution design, configuration, custom development, integration, testing, deployment, and production optimization.
• >Practical expertise with Agentforce Builder, subagents/topics, instructions, actions, Prompt Builder, and custom capabilities built using Salesforce Flow, Apex, and APIs.
• >Strong understanding of grounding agent responses in trusted enterprise data, including Salesforce Knowledge and relevant Data 360/Data Cloud capabilities, with attention to data quality, retrieval relevance, and access controls.
• >Proven ability to lead and mentor Agentforce developers, establish development standards, review solution designs and code, troubleshoot complex issues, and guide the team toward reliable, maintainable implementations.
• >Ability to advise customers independently on Salesforce and Agentforce, lead discovery and architecture workshops, prioritize suitable use cases, assess readiness, explain platform constraints, and recommend a phased implementation approach.
• >Ability to recommend when to use standard Salesforce functionality, deterministic automation, custom development, or Agentforce based on business needs, risk, complexity, and cost.
• >Strong knowledge of Agentforce best practices, including clearly defined agent scope, secure action design, authentication and authorization, least-privilege access, data privacy, prompt-injection defenses, and escalation to human agents.
• >Experience establishing agent testing and evaluation practices, including scenario testing, regression testing, negative cases, response quality, action accuracy, and monitoring through Agentforce Testing Center and relevant platform tools.
• >Strong hands-on Salesforce development and configuration skills, including Apex, Lightning Web Components, Flow, APIs, security and sharing, governor limits, and deployment practices.
• >Experience working closely with Salesforce product and account teams to evaluate features, SKUs, licensing dependencies, consumption models, and roadmap capabilities.
• >Experience with enterprise data models, business metrics, and Salesforce reporting, including contact center productivity, case lifecycle, customer interactions, and SLA performance. Ability to define Agentforce success measures such as resolution rate, escalation rate, response quality, latency, and cost per interaction.
• >Hands-on experience integrating Salesforce with enterprise data platforms and services, including Snowflake, using batch and real-time patterns.
• >Exposure to event-driven architectures using Kafka or similar streaming technologies, and secure integrations with broader enterprise stacks, including Java, Spring Boot, and APIs.
• >Ability to collaborate across internal development teams, Salesforce administrators, data engineers, analytics teams, multiple systems integrators, and third-party vendors.
• >Strong communication and stakeholder-management skills, with the ability to translate business needs into technical solutions, explain tradeoffs clearly, and take ownership of technical decisions and delivery outcomes.

Responsibilities

• >Lead discovery and architecture workshops, prioritizing suitable use cases and assessing readiness.
• >Advise customers on Salesforce and Agentforce, explain platform constraints, and recommend phased implementations.
• >Mentor Agentforce developers, establish standards, review designs and code, and guide reliable, maintainable implementations.
• >Collaborate with Salesforce product and account teams to evaluate features, licensing, and roadmaps.
• >Ensure data quality, secure access, and proper integration with enterprise data platforms (e.g., Snowflake) and streaming tech (Kafka).

Skills

Salesforce Service Cloud

Omnichannel routing

Case management

Knowledge management

SLA management

Agentforce experience

Apex

Lightning Web Components

Flow

APIs

Data quality

Data privacy

Access controls

Mentoring teammates

Discovery & architecture

Stakeholder communication

Event-driven架构

Kafka

Snowflake

Java

Spring Boot

Tools

Agentforce Builder

Prompt Builder

Salesforce Flow

Apex

Lightning Web Components

Kafka

Snowflake

Java

Spring Boot

APIs

Job description

Location – Seattle, WA

Type – Hybrid 4 days a week

Note – We are ok with remote option too, but candidate will have to travel client location (Seattle) once in a month for a week on their own, travel and other expenses will not be reimbursed for remote

Salesforce Service Cloud Engineer (Integration focused + strong Agent force)

Description & Requirements

• 8+ years of experience delivering Salesforce solutions, with a strong focus on Salesforce Service Cloud in complex enterprise environments.
• Deep understanding of Service Cloud capabilities, including omnichannel routing, digital channels, case management, knowledge management, entitlements, SLAs, and contact center operations.
• Strong hands-on Agentforce implementation experience, covering use-case discovery, solution design, configuration, custom development, integration, testing, deployment, and production optimization.
• Practical expertise with Agentforce Builder, subagents/topics, instructions, actions, Prompt Builder, and custom capabilities built using Salesforce Flow, Apex, and APIs.
• Strong understanding of grounding agent responses in trusted enterprise data, including Salesforce Knowledge and relevant Data 360/Data Cloud capabilities, with attention to data quality, retrieval relevance, and access controls.
• Proven ability to lead and mentor Agentforce developers, establish development standards, review solution designs and code, troubleshoot complex issues, and guide the team toward reliable, maintainable implementations.
• Ability to advise customers independently on Salesforce and Agentforce, lead discovery and architecture workshops, prioritize suitable use cases, assess readiness, explain platform constraints, and recommend a phased implementation approach.
• Ability to recommend when to use standard Salesforce functionality, deterministic automation, custom development, or Agentforce based on business needs, risk, complexity, and cost.
• Strong knowledge of Agentforce best practices, including clearly defined agent scope, secure action design, authentication and authorization, least-privilege access, data privacy, prompt-injection defenses, and escalation to human agents.
• Experience establishing agent testing and evaluation practices, including scenario testing, regression testing, negative cases, response quality, action accuracy, and monitoring through Agentforce Testing Center and relevant platform tools.
• Strong hands-on Salesforce development and configuration skills, including Apex, Lightning Web Components, Flow, APIs, security and sharing, governor limits, and deployment practices.
• Experience working closely with Salesforce product and account teams to evaluate features, SKUs, licensing dependencies, consumption models, and roadmap capabilities.
• Experience with enterprise data models, business metrics, and Salesforce reporting, including contact center productivity, case lifecycle, customer interactions, and SLA performance. Ability to define Agentforce success measures such as resolution rate, escalation rate, response quality, latency, and cost per interaction.
• Hands-on experience integrating Salesforce with enterprise data platforms and services, including Snowflake, using batch and real-time patterns.
• Exposure to event-driven architectures using Kafka or similar streaming technologies, and secure integrations with broader enterprise stacks, including Java, Spring Boot, and APIs.
• Ability to collaborate across internal development teams, Salesforce administrators, data engineers, analytics teams, multiple systems integrators, and third-party vendors.
• Strong communication and stakeholder-management skills, with the ability to translate business needs into technical solutions, explain tradeoffs clearly, and take ownership of technical decisions and delivery outcomes.