Salesforce Admin with Agentforce Chatbot

• Configure and maintain Salesforce (primarily Service Cloud and digital channels (Web and App).
• Support the setup and configuration of Agentforce, including configuring business logic via omniflow, maintaining/monitoring/optimising Agentforce Agents,
• Assist with BA teams on implementing chatbot to both website and mobile app (critical path).
• Ensure the chatbot connects properly into FAQ (AEM) articles and customer support journeys.
• Assist with testing, troubleshooting, and product optimisation.

Core Salesforce Skills:

• Strong Salesforce Administration experience (3+ years recommended).

• Hands on knowledge of Service Cloud, case management, digital engagement, and automations.

• Experience in configuring flows, workflows, validation rules, queues, routing, and knowledge management.

Agentforce Chatbot/Conversational AI:

• Proven experience implementing and configuring Agentforce chatbot solutions.

• Understanding of omniflow orchestration, decision logic, and conversation mapping.

• Familiarity integrating chatbot widgets into web/mobile environments.

• Exposure to LLM based tools, AI driven customer experience solutions, and automation.

Technical & Integration Knowledge:

• Understanding of API based integrations, digital channels, and customer engagement workflows.
• Experience working with AEM/FAQ systems or knowledge article integration.

Soft Skills & Ways of Working:

• Strong analytical and troubleshooting skills.

• Ability to collaborate across BA, engineering, and customer support teams.

• Excellent communication and documentation abilities.

• Comfortable working in fast paced environments with critical path deliverables.

• Strong Salesforce Admin background (Ideally 3+ years relevant experience recommended).

• Hands on experience with Agentforce chatbot implementation.

• Understanding of integrating chat widgets into Web/App environments.

• Comfortable working across product, engineering, and customer experience teams.

• Salesforce Admin and Service Cloud certifications.

• Exposure to LLM based tools, automation, or AI driven CX solutions.

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