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NTT DATA Services

Salesforce Developer - Service Cloud & Agentforce

NTT DATA Services · Hyderabad, Telangana, India

IT Services and IT Consulting · 10,001+ employees

Jul 09
Senior (5-10 yrs) Full-time India
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About the role

Develop and implement end-to-end Salesforce Service Cloud solutions with a focus on agent productivity and customer service excellence. Design and deploy AI-driven conversational bots using Agentforce to automate case handling and streamline service operations.

What they look for

Salesforce Service Cloud Agentforce Apex Lightning Web Components LWC Salesforce Flows REST/SOAP APIs Omni-Channel Einstein Bots Copado GraphQL Case Management CTI Integration Knowledge Management Salesforce Administration Data Loader

Requirements

Requires minimum 5+ years of Salesforce experience with deep expertise in Service Cloud, Apex, LWC, and system integrations. Preferred certifications include Salesforce Service Cloud Consultant and Platform Developer.

Full description

Service Cloud

Minimum 5+ years of work experience in Salesforce.com Projects Key Skills & Responsibilities:

  • Highly experienced in Administration and application development using Salesforce.com, with deep expertise in Service Cloud implementations for enterprise clients.
  • Proven track record in successfully delivering end-to-end Salesforce projects with focus on customer service excellence and agent productivity.

Core Expertise (Service Cloud Focus):

  • Service Cloud Features: Hands-on experience with Service Console, Omni-Channel routing, AWS Chat integration, CTI (Computer Telephony Integration), Case Management, Email-to-Case, Knowledge Management, and AI-driven bot implementations (Einstein Bots / Agentforce-powered conversational bots) for enhanced customer support.
  • Agentforce: Strong knowledge and implementation experience of Agentforce to improve service agent productivity, drive automation, and streamline service operations.
  • Skilled in building customer-centric solutions leveraging Service Cloud best practices including SLA tracking, entitlement processes, escalation rules, and service contracts.
  • Knowledge of analytics, reports, and dashboards for Service Cloud to monitor KPIs like case resolution time, agent performance, and customer satisfaction.

Development & Integration Skills:

  • Experienced in developing and maintaining Apex Classes, Triggers, Visualforce Pages, Lightning Web Components (LWC), and Flows to deliver custom solutions.
  • Proficient in implementing system integrations with external platforms using REST/SOAP APIs, AWS, CTI connectors, middleware tools, and Platform Events for real-time communication and data exchange.
  • Expertise in customizing Salesforce with objects, workflows, process builder, roles, profiles, sharing rules, validation rules, and page layouts.
  • Strong understanding of Salesforce Governor Limits and experience in optimizing code to meet performance and scalability requirements.

Deployment & Data Management:

  • Responsible for deployment lifecycle management using Copado and Change Sets.
  • Experienced in data migration and cleansing activities using Apex Data Loader and other ETL tools.

Agentforce & Conversational AI: Practical experience working with Agentforce to design intelligent agent workflows, automate case handling, and improve agent efficiency through AI-assisted recommendations and summarization. Experience in building, configuring, and deploying bots to handle common service requests, including:

  • Designing conversational flows and dialog management
  • Integrating bots with backend systems via APIs
  • Enabling seamless handoff between bots and live agents via Omni-Channel
  • Leveraging NLP capabilities for intent recognition and customer interaction automation
  • Continuous improvement of bot performance using analytics and feedback loops

Other Skills:

  • Experience in designing and consuming GraphQL APIs to optimize data retrieval, reduce payload size, and improve performance in complex integrations.
  • Capable of rapidly learning new technologies and processes, and successfully applying them to projects and operations.
  • Strong project discipline with experience in managing deliverables, timelines, and cross-functional collaboration.
  • Effective team player with the ability to work efficiently under pressure and within tight deadlines.
  • Excellent communication and stakeholder management skills.

Certifications (Preferred):

  • Salesforce Certified Service Cloud Consultant
  • Salesforce Administrator / Platform Developer certifications