Agentforce Consultant

We 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.

Work arrangement
No