G10X
Website:
g10x.com
Job details:
Role Name: Agentforce Solution Specialist
Location: Kochi- Remote
Experience: 7 years and above
Shift: 1 PM IST to 10 PM IST
Agentforce Solution Specialist
Role Summary
- Serve as the Technical Subject Matter Expert (SME) for Salesforce Agentforce production support.
- Provide operational support for Agentforce, Salesforce Service Cloud, Experience Cloud, OMS, and integrations.
- Lead incident resolution, Root Cause Analysis (RCA), and production support activities.
- Ensure the reliability and availability of Agentforce-enabled business workflows.
- Provide technical guidance and mentor the support team.
Key Responsibilities
- Provide advanced production support for Salesforce Agentforce solutions.
- Investigate and resolve Priority 1 (P1) and Priority 2 (P2) incidents.
- Troubleshoot issues across Agentforce, Salesforce, integrations, and downstream systems.
- Perform Root Cause Analysis (RCA) and drive corrective actions.
- Support production deployments and release readiness activities.
- Monitor service health, KPIs, and SLAs.
- Maintain operational documentation and support runbooks.
- Collaborate with cross-functional teams and third-party vendors to resolve critical issues.
- Provide knowledge transfer and technical guidance to support engineers.
- Be available to support on-call activities during assigned shifts as required.
Required Skills
- Salesforce Platform, Service Cloud, and Experience Cloud
- Agentforce architecture, configuration, topics, actions, and workflows
- Salesforce Administration and Flows
- Salesforce OMS
- REST APIs, OAuth, and integration troubleshooting
- Incident Management, Problem Management, and Root Cause Analysis
- ITIL processes (preferred)
- Monitoring tools such as Splunk, Dynatrace, Datadog, or New Relic (preferred)
Experience & Qualifications
- 7–10 years of experience supporting enterprise Salesforce solutions in production.
- Hands-on experience with Salesforce Service Cloud and Experience Cloud.
- Experience supporting customer-facing applications, APIs, and enterprise integrations.
- Exposure to Salesforce Agentforce or Salesforce AI capabilities is preferred.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Salesforce and ITIL certifications are preferred.
Key Competencies
- Strong analytical and troubleshooting skills.
- Excellent communication and stakeholder management.
- Ability to lead critical incident resolution.
- Customer-focused with a proactive approach to operational excellence.
- Willingness to provide on-call support during assigned shifts in a 24x7 support environment.
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