Salesforce - Agentforce AI Strategist

Simplus
, a leading
Salesforce Summit Consulting Partner
and an
Infosys company
, delivers end-to-end
Salesforce platform solutions
that accelerate digital transformation. With deep industry expertise and a proven delivery framework, we help organizations streamline operations, enhance customer and employee experiences, and maximize ROI through strategic advisory, scalable architecture, and technical excellence.

Position Summary:

We're seeking a highly experienced
Salesforce Agentforce Strategist
to lead the technical design and architecture of scalable Salesforce Service Cloud and Agentforce solutions for our enterprise clients. This individual will be responsible for defining robust case management frameworks, integrating AI-powered agent tools, and architecting seamless omni-channel customer service experiences that align with our clients' operational goals.

Key Responsibilities:

• Architect and lead the delivery of Salesforce
  Agentforce/Service Cloud
  solutions, including
  Omni-Channel
  ,
  CTI integrations
  ,
  Knowledge Management
  , and
  Live Agent/Einstein Bots
  .
• Design and implement
  Experience Cloud portals
  tailored to customer support and self-service use cases.
• Build scalable case lifecycle solutions including automated routing, SLA tracking, and escalation rules.
• Design secure, scalable data models and role-based access controls for agents and supervisors.
• Collaborate with business stakeholders, solution engineers, and developers to gather requirements and translate them into well-architected Salesforce implementations.
• Define technical standards and provide leadership on architectural governance, performance, and scalability.
• Lead integrations with third-party platforms via
  REST/SOAP APIs
  ,
  middleware
  , and
  event-driven architectures
  (e.g., Platform Events, Change Data Capture).
• Guide the implementation of
  OmniStudio (OmniScripts, DataRaptors, Integration Procedures)
  where applicable.
• Support DevOps practices and CI/CD pipelines using tools like
  Copado
  ,
  Gearset
  , or
  AutoRABIT
  .
• Provide hands-on technical guidance in
  Apex
  ,
  Lightning Web Components (LWC)
  , and declarative configuration.
• Conduct code reviews, performance tuning, and technical troubleshooting to ensure solution quality.
• Mentor developers and consultants on technical best practices and help build delivery assets and frameworks.

Required Skills & Experience:

• 8+ years of hands-on Salesforce experience; 3+ years in an architecture or technical leadership role.
• Proven experience delivering complex
  Service Cloud / Agentforce
  projects, including Omni-Channel and CTI.
• Strong experience with
  Lightning Web Components (LWC)
  , Apex (Triggers, Batch, Scheduler), and Flow.
• Deep understanding of
  Salesforce data modeling
  ,
  role hierarchy
  , and
  sharing rules
  .
• Expertise in
  API integrations
  using REST, SOAP, and middleware such as MuleSoft or Dell Boomi.
• Familiarity with
  Einstein Bots
  ,
  Live Agent
  , and intelligent routing strategies is a plus.
• Strong understanding of Salesforce DevOps and tools such as
  Copado
  ,
  Flosum
  ,
  Gearset
  , or
  AutoRABIT
  .
• Experience working with
  Agile/Scrum
  delivery frameworks and tools like
  Jira
  or
  Azure DevOps
  .
• Salesforce certifications such as
  Application Architect
  ,
  Service Cloud Consultant
  ,
  Integration Architect
  , or
  System Architect
  are highly preferred.

Preferred Qualifications:

• Experience with
  Experience Cloud
  (formerly Community Cloud) and self-service portals.
• Exposure to
  Einstein AI
  ,
  Case Classification
  , and
  Next Best Action
  recommendations.

Why Join Simplus?

• Work with top-tier clients and cutting-edge Salesforce technologies.
• Be part of a high-performing, values-driven team that thrives on collaboration, transparency, and innovation.
• Flexible remote work environment, competitive compensation.
• Continuous learning, certifications support, and career growth opportunities.