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About the Role

Design and implement AI-powered service solutions leveraging Salesforce Agentforce, Service Cloud, and Einstein AI to enhance agent productivity and customer experience through intelligent automation and responsible AI.

Responsibilities

• Design and configure Salesforce Agentforce and Service Cloud solutions for service and contact center use cases.
• Collaborate with client stakeholders to define agent workflows, automation, and AI-driven enhancements.
• Configure Service Cloud capabilities including Case Management, Omni-Channel, Knowledge, and Salesforce Flows.
• Implement and optimize AI-assisted agent features such as case and conversation summarization, recommended responses, and productivity enhancements.
• Work closely with architects, developers, and integration teams to ensure scalable and secure solutions.
• Support testing, deployment, and post go-live hyper-care activities.
• Maintain configuration documentation and ensure compliance with responsible AI and data governance standards.
• Contribute to reusable assets, accelerators, and best practices within the company's Salesforce Practice.

Requirements

• 5+ years of experience in Salesforce Service Cloud implementations.
• Hands-on experience or strong exposure to Salesforce Agentforce / Einstein AI.
• Strong understanding of contact center operations and customer service workflows.
• Experience delivering solutions in Agile or SAFe environments.
• Strong communication skills to articulate AI and automation concepts to business users.
• Bilingual - English and Japanese.

Skills

• Salesforce Agentforce
• Service Cloud
• Einstein AI
• Case Management
• Omni-Channel
• Knowledge
• Salesforce Flows
• AI-assisted agent features
• Agile
• SAFe

Experience Level

• 5+ years

Education Level

• Salesforce Service Cloud Consultant certification (preferred)