Salesforce Service Cloud Engineer (Integration Focused + Strong Agent Force)

Jobtome; Washington (District of Columbia); Hybrid; USD 150,000 - 210,000; Full time

Job summary

Jobtome is seeking a Salesforce Service Cloud Engineer (integration focused) for a hybrid role in Seattle. You will lead Agentforce implementations, architect complex service cloud solutions, and mentor developers across multiple teams.

You will collaborate with customers, product teams, and data stakeholders to design scalable, secure integrations using Flow, Apex, APIs, and data platforms. Travel to client locations monthly is expected in a hybrid model.

Qualifications

• Eight or more years delivering Salesforce solutions in enterprise environments.
• Deep Expertise in Salesforce Service Cloud, including omnichannel routing and case management.
• Hands-on Agentforce implementation: discovery, design, config, custom dev, integration, testing.
• Proficient with Flow, Apex and APIs; strong data grounding using Knowledge and Data Cloud.
• Ability to mentor Agentforce developers and lead workshops with customers.

Responsibilities

• Lead discovery and architecture workshops with customers.
• Architect and implement Agentforce within Salesforce for enterprise use cases.
• Guide teams, review designs and code, troubleshoot complex issues.
• Advise on standard vs. custom solutions and phased implementation.
• Collaborate with product, data, and cross-system teams; ensure data quality and security.

Skills

Salesforce Service Cloud

Agentforce implementation

Solution architecture

Mentoring developers

Stakeholder management

Discovery workshops

Data quality governance

Security & access

Platform tradeoffs

Tools

Apex

Lightning Web Components

Salesforce Flow

APIs

Kafka

Snowflake

Data Cloud

Java

Spring Boot

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.