Job Responsibilities:

✦   Configure and maintain Agentforce features including case management, workflows, routing, and automations.

✦   Support AI-enabled tools such as knowledge recommendations, automated responses, and predictive insights.

✦   Build and refine flows, macros, and process automations to improve efficiency and reduce manual work.

✦   Collaborate with customer service teams to translate operational needs into scalable Salesforce solutions.

✦   Maintain and update knowledge-base content to ensure accuracy and alignment with AI models.

✦   Create dashboards and reports to track KPIs such as case volume, resolution time, and agent productivity.

✦   Monitor system performance, troubleshoot issues, and support upgrades and new feature rollouts.

✦   Serve as the internal subject-matter expert for Agentforce and support cross-functional coordination.

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Job Requirements:

✦   Bachelor’s degree.

✦   Minimum 5 years of experience supporting Salesforce roles/responsibilities.

✦   Minimum 1 year of experience supporting Salesforce Service Cloud or Agentforce administration.

✦   Ability to obtain/maintain a Public Trust clearance.

✦   Active Salesforce Agentforce certification.

✦   Additional Salesforce certifications (Administrator, Service Cloud Consultant, AI Associate, etc.).

✦   Experience with omnichannel routing or digital engagement tools.

✦   Familiarity with API integrations or third-party service platforms.

✦   Background in customer support, operations, or process improvement.

✦   Strong understanding of case management, customer service workflows, and contact center operations.

✦   Experience with Salesforce Flow, automation tools, and AI-driven service features.

✦   Strong communication and documentation skills.

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Job Application:

✦   Employer Job ID: 378888

✦   Job Application Type: Link

​      Job Application Link: https://www.linkedin.com/jobs/search/?currentJobId=4434082127&f_TPR=r86400&geoId=103644278&keywords=salesforce&sortBy=R&start=25