Software Engineer-Agentforce

About

Retail Insights delivers scalable, innovative, and cost-effective IT solutions through centers in India, Dubai, and the U.S. We specialize in Full Stack Development, Data & AI/ML, Mobile, DevOps, and digital platforms like Adobe, Salesforce, Shopify, Snowflake, and Blue Yonder.

Responsibilities

• Lead the design and implementation of AI-powered service automation solutions using Salesforce Agentforce
• Configure and manage intelligent agents to handle customer queries, case routing, and service workflows
• Define agent decision logic, escalation paths, and automation rules to enhance service efficiency
• Integrate Agentforce with Salesforce Service Cloud, CRM data, and backend enterprise systems
• Collaborate with business and service teams to identify automation opportunities across customer support journeys
• Ensure seamless handoff between AI agents and human service agents
• Monitor agent performance, accuracy, resolution rates, and customer experience metrics
• Optimize agent behavior based on insights, feedback, and performance analytics
• Define and track KPIs for AI-driven service operations, including deflection rate, resolution time, and CSAT
• Support UAT planning, execution, and business validation for AI-enabled service flows
• Ensure compliance with data security, privacy, and governance standards
• Act as a subject-matter expert for Agentforce best practices and AI-driven service design
• Support releases, enhancements, and post-production optimization
• Drive continuous improvement and innovation in autonomous service capabilities

Requirements

• Minimum 3+ years of experience in Salesforce ecosystem with strong focus on Service Cloud and automation
• Proven experience implementing AI-driven or intelligent automation solutions in customer service environments
• Strong understanding of customer support operations, service workflows, and escalation models
• Hands-on experience with Salesforce Flows, automation tools, and integrations
• Ability to work closely with business stakeholders, service teams, and technical teams
• Strong analytical, problem-solving, and decision-making skills
• Experience working in Agile / Scrum delivery environments
• Excellent communication and stakeholder management capabilities

Education Qualification

• Minimum 3+ years of experience in Salesforce ecosystem with strong focus on Service Cloud and automation
• Proven experience implementing AI-driven or intelligent automation solutions in customer service environments
• Strong understanding of customer support operations, service workflows, and escalation models
• Hands-on experience with Salesforce Flows, automation tools, and integrations
• Ability to work closely with business stakeholders, service teams, and technical teams
• Strong analytical, problem-solving, and decision-making skills
• Experience working in Agile / Scrum delivery environments
• Excellent communication and stakeholder management capabilities