Salesforce Service Cloud (Agentforce) Developer

Role Overview
The Salesforce Service Cloud (Agentforce) Developer is responsible for designing, building, and maintaining scalable, high-performance solutions on the Salesforce Service Cloud platform - with a strong focus on Agentforce capabilities that enhance agent productivity, automation, and AI-driven customer service.
This role combines technical Salesforce expertise with a deep understanding of service processes, ensuring that customer service operations are streamlined through intelligent workflows, automations, and integrations.
Key Responsibilities

• Design, configure, and develop solutions within Salesforce Service Cloud and Agentforce to improve case management, omnichannel routing, and agent productivity.
• Develop and maintain Apex classes, triggers, Lightning Web Components (LWC), and Visualforce pages.
• Configure and optimize Omni-Channel, Agent Console, Service Cloud Voice, and Knowledge Base features.
• Build automation flows using Flow Builder, Process Builder, and Einstein Bots to enhance service efficiency.
• Integrate Salesforce with external systems using APIs, REST/SOAP web services, and middleware tools (e.g., Mulesoft).
• Implement Einstein GPT or other AI-driven features for intelligent case summarization and recommendation.
• Collaborate with business analysts and product owners to translate requirements into effective, scalable technical solutions.
• Conduct testing, code reviews, and participate in release management using DevOps tools (e.g., Copado, Gearset).
• Provide technical support and documentation for deployments and ongoing maintenance.
  

Requirements

• Bachelor's degree in Computer Science, Software Engineering, or a related field (or equivalent practical experience).
• 3-5+ years of Salesforce development experience, with at least 2 years focused on Service Cloud / Agentforce.
• Strong skills in:
• Apex, Lightning Web Components (LWC), Visualforce
• SOQL/SOSL, Salesforce APIs (REST/SOAP)
• Omni-Channel, Case Management, Service Console, Service Cloud Voice
• Salesforce Flow Builder and Process Automation tools
• Experience integrating Salesforce with telephony, chat, or ticketing systems.
• Familiarity with AI and automation features such as Einstein GPT, Einstein Bots, or predictive case routing.
• Knowledge of Salesforce security model, deployment best practices, and Agile methodologies.
  

Preferred Certifications

• Salesforce Platform Developer I/II
• Salesforce Service Cloud Consultant
• Salesforce Omnichannel Specialist
• Einstein AI / Agentforce specialization (advantageous)
  

Nice-to-Have Skills

• Experience with Salesforce Data Cloud, Field Service, or Experience Cloud.
• Exposure to AI/ML tools or natural language processing within Salesforce.
• Familiarity with KPI dashboards, Tableau CRM (Einstein Analytics), or Power BI integration.
  

Soft Skills

• Strong problem-solving and analytical mindset.
• Excellent communication and documentation skills.
• Ability to collaborate effectively with cross-functional and remote teams.
• Customer-first mindset with attention to detail and service excellence.