ABSYZ Inc
Website:
absyz.com
Job details:
About the RoleWe are seeking an experienced Agentforce Consultant to help clients design, implement, and optimize AI-powered customer service solutions within the Salesforce ecosystem. This role combines Salesforce Service Cloud expertise with Agentforce, Einstein AI, and Generative AI capabilities to deliver intelligent automation, improve agent productivity, and enhance customer experiences.
The ideal candidate will have extensive experience delivering enterprise Salesforce Service Cloud implementations, designing AI-powered service workflows, integrating Salesforce with external systems, and advising clients on AI strategy, CRM transformation, and best practices.
Key ResponsibilitiesAI & Business Consulting- Assess client business processes, customer service operations, and CRM landscapes to identify high-value opportunities for AI, automation, and Agentforce adoption.
- Design AI and CRM strategies and implementation roadmaps aligned with client objectives, budgets, and Salesforce maturity.
- Translate business requirements into scalable technical solutions using Salesforce, Agentforce, Einstein AI, and Generative AI technologies.
- Lead workshops, discovery sessions, and stakeholder presentations on AI strategy, Service Cloud, and Agentforce capabilities.
- Lead or support Proof of Concepts (PoCs) and pilot implementations to validate AI and automation use cases.
- Advise clients on responsible AI practices, including governance, security, compliance, trust layer configuration, and data privacy.
Salesforce Service Cloud & Agentforce- Lead the design, configuration, and implementation of Salesforce Service Cloud solutions for enterprise customer service organizations.
- Design and deploy Agentforce agents to automate customer support, internal operations, and service workflows through intelligent reasoning, topics, actions, and instructions.
- Configure and optimize Salesforce Einstein AI capabilities including Einstein Copilot, Prompt Builder, Model Builder, Einstein GPT, and related AI features.
- Implement Service Cloud capabilities including:
- Service Console
- Omni-Channel Routing
- Case Management
- Email-to-Case
- Knowledge Management
- Entitlements & Service Contracts
- SLA Tracking
- Escalation Rules
- AWS Chat Integration
- CTI (Computer Telephony Integration)
- AI-powered Bots (Einstein Bots / Agentforce)
- Design customer-centric service processes that improve case resolution, customer satisfaction, and agent productivity.
- Build reports, dashboards, and analytics to monitor service KPIs such as case resolution time, first-call resolution, agent performance, SLA compliance, and customer satisfaction.
Agentforce & Conversational AI- Design, configure, and deploy intelligent Agentforce-powered conversational agents.
- Build AI-driven workflows to automate case handling, summarize conversations, recommend next-best actions, and improve service efficiency.
- Design conversational flows and dialog management for customer interactions.
- Integrate conversational agents with backend systems using APIs and middleware.
- Enable seamless escalation and handoff between bots and live agents using Omni-Channel.
- Leverage NLP and Generative AI capabilities for intent recognition, customer interaction automation, and intelligent recommendations.
- Continuously improve bot performance through analytics, feedback loops, and optimization.
Salesforce Development & Integration- Develop and maintain Apex Classes, Apex Triggers, Lightning Web Components (LWC), Visualforce Pages, and Flow automations.
- Customize Salesforce using custom objects, validation rules, workflows, Process Builder, Flow Builder, page layouts, profiles, roles, permission sets, and sharing rules.
- Design and implement integrations using REST APIs, SOAP APIs, Platform Events, GraphQL APIs, AWS services, middleware platforms, CTI connectors, and third-party applications.
- Work closely with Salesforce developers, administrators, architects, and data engineering teams to deliver integrated enterprise solutions.
- Optimize Salesforce applications by adhering to Governor Limits and implementing scalable development best practices.
Data, Deployment & Governance- Advise on Salesforce Data Cloud architecture and data readiness to support AI-powered customer experiences.
- Perform data migration, cleansing, and transformation using Data Loader and ETL tools.
- Manage application deployments using Copado, Change Sets, and CI/CD best practices.
- Monitor solution performance post-implementation and recommend enhancements and optimizations.
- Stay current with Salesforce seasonal releases, Agentforce innovations, AI trends, and regulatory developments affecting AI adoption.
Required Qualifications- Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or a related field (Master's preferred).
- Minimum 5+ years of experience delivering Salesforce.com projects.
- Strong experience in Salesforce Administration and application development.
- Proven experience implementing Salesforce Service Cloud solutions for enterprise clients.
- Demonstrated success delivering end-to-end Salesforce implementations with a focus on customer service transformation.
- Hands-on experience with Agentforce, Einstein AI, Einstein Copilot, Prompt Builder, Model Builder, and Generative AI capabilities.
- Strong understanding of AI, Machine Learning, NLP, Generative AI, automation technologies, and Large Language Models (LLMs).
- Experience with Salesforce Data Cloud and AI-powered CRM solutions.
- Strong knowledge of Apex, Lightning Web Components (LWC), Visualforce, Flows, SOQL, SOSL, and Salesforce platform development.
- Experience integrating Salesforce with external systems using REST/SOAP APIs, GraphQL APIs, Platform Events, AWS services, middleware platforms, and CTI integrations.
- Strong understanding of Salesforce Governor Limits, application scalability, and performance optimization.
- Experience with deployment lifecycle management using Copado and Change Sets.
- Experience with data migration and ETL tools such as Apex Data Loader.
- Familiarity with at least one cloud AI platform or LLM ecosystem such as OpenAI, Anthropic, AWS, Azure AI, or Google Cloud.
- Proven ability to communicate technical concepts effectively to both technical and business stakeholders.
- Strong analytical, problem-solving, stakeholder management, and project management skills.
- Ability to rapidly learn new technologies and adapt to changing project requirements.
- Excellent written, verbal, and presentation skills.
- Ability to work effectively within cross-functional teams and under tight project timelines.
Preferred Qualifications- Salesforce Certified Service Cloud Consultant.
- Salesforce Certified Administrator.
- Salesforce Platform Developer I or II Certification.
- Salesforce AI Associate.
- Salesforce AI Specialist.
- Salesforce Agentforce Specialist Certification.
- Platform App Builder Certification.
- Experience with Prompt Engineering, Retrieval-Augmented Generation (RAG), vector databases, and AI orchestration frameworks.
- Experience working in a Salesforce consulting partner or client-facing advisory role.
- Domain expertise in industries such as Financial Services, Healthcare, Retail, Manufacturing, Telecommunications, or Public Sector.
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