Senior Salesforce Service Cloud Engineer

We are seeking a Senior Salesforce Service Cloud Engineer with deep expertise in enterprise integrations and hands-on Agentforce implementation. The ideal candidate will combine strong Salesforce development capabilities with solution architecture, AI agent implementation, and enterprise integration experience.

This role requires a technical leader who can drive Agentforce adoption, design scalable integration solutions, mentor developers, and advise stakeholders on Salesforce best practices and implementation strategies.

Salesforce Service Cloud

• 8+ years of experience delivering Salesforce solutions in complex enterprise environments.
• Strong knowledge of Service Cloud capabilities, including omnichannel routing, digital channels, case management, knowledge management, entitlements, SLAs, and contact center operations.
• Hands-on expertise in Apex, Lightning Web Components (LWC), Salesforce Flow, APIs, security and sharing, governor limits, and deployment practices.

Agentforce Implementation & Architecture

• Proven hands-on experience implementing Agentforce, covering discovery, solution design, configuration, custom development, integration, testing, deployment, and production optimization.
• Practical experience with Agentforce Builder, subagents/topics, instructions, actions, Prompt Builder, and custom capabilities using Flow, Apex, and APIs.
• Experience grounding AI agent responses in trusted enterprise data, including Salesforce Knowledge and Data 360/Data Cloud.
• Knowledge of Agentforce security best practices, authentication, authorization, least-privilege access, data privacy, prompt-injection defenses, and human escalation.
• Experience establishing agent testing and evaluation practices, including scenario testing, regression testing, negative testing, response quality, action accuracy, and monitoring.

Enterprise Integrations & Data Platforms

• Hands-on experience integrating Salesforce with enterprise platforms and services, including Snowflake, using batch and real-time integration patterns.
• Exposure to event-driven architectures using Kafka or similar streaming technologies.
• Experience integrating with enterprise applications built using Java, Spring Boot, and APIs.
• Strong understanding of enterprise data models, data quality, retrieval relevance, and access controls.

Technical Leadership & Consulting

• Ability to lead and mentor developers, review code and solution designs, establish development standards, and troubleshoot complex issues.
• Experience leading discovery sessions and architecture workshops, evaluating business use cases, assessing implementation readiness, and recommending phased delivery approaches.
• Ability to determine when to use standard Salesforce functionality, deterministic automation, custom development, or Agentforce.
• Experience collaborating with Salesforce product and account teams on features, licensing, SKUs, consumption models, and roadmap capabilities.
• Ability to work effectively with administrators, development teams, data engineers, analytics teams, system integrators, and third-party vendors.

Reporting & Performance Optimization

• Experience with Salesforce reporting and business metrics related to contact center productivity, case lifecycle, customer interactions, and SLA performance.
• Ability to define and monitor Agentforce success metrics, including resolution rate, escalation rate, response quality, latency, and cost per interaction.

Preferred Candidate Profile

• Strong communication, stakeholder-management, and consulting skills.
• Ability to translate business requirements into scalable, secure technical solutions.
• Ownership of technical decisions, implementation quality, and delivery outcomes.
• A balance of hands-on engineering, AI agent implementation, enterprise integration, and technical leadership experience.