Agentforce Solution Specialist

Role Name: Agentforce Solution Specialist

Location: Kochi- Remote

Experience: 7 years and above

Shift: 1 PM IST to 10 PM IST

Agentforce Solution Specialist

Role Summary

• Serve as the Technical Subject Matter Expert (SME) for Salesforce Agentforce production support.
• Provide operational support for Agentforce, Salesforce Service Cloud, Experience Cloud, OMS, and integrations.
• Lead incident resolution, Root Cause Analysis (RCA), and production support activities.
• Ensure the reliability and availability of Agentforce-enabled business workflows.
• Provide technical guidance and mentor the support team.

Key Responsibilities

• Provide advanced production support for Salesforce Agentforce solutions.
• Investigate and resolve Priority 1 (P1) and Priority 2 (P2) incidents.
• Troubleshoot issues across Agentforce, Salesforce, integrations, and downstream systems.
• Perform Root Cause Analysis (RCA) and drive corrective actions.
• Support production deployments and release readiness activities.
• Monitor service health, KPIs, and SLAs.
• Maintain operational documentation and support runbooks.
• Collaborate with cross-functional teams and third-party vendors to resolve critical issues.
• Provide knowledge transfer and technical guidance to support engineers.
• Be available to support on-call activities during assigned shifts as required.

Required Skills

• Salesforce Platform, Service Cloud, and Experience Cloud
• Agentforce architecture, configuration, topics, actions, and workflows
• Salesforce Administration and Flows
• Salesforce OMS
• REST APIs, OAuth, and integration troubleshooting
• Incident Management, Problem Management, and Root Cause Analysis
• ITIL processes (preferred)
• Monitoring tools such as Splunk, Dynatrace, Datadog, or New Relic (preferred)

Experience & Qualifications

• 7–10 years of experience supporting enterprise Salesforce solutions in production.
• Hands-on experience with Salesforce Service Cloud and Experience Cloud.
• Experience supporting customer-facing applications, APIs, and enterprise integrations.
• Exposure to Salesforce Agentforce or Salesforce AI capabilities is preferred.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Salesforce and ITIL certifications are preferred.

Key Competencies

• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder management.
• Ability to lead critical incident resolution.
• Customer-focused with a proactive approach to operational excellence.
• Willingness to provide on-call support during assigned shifts in a 24x7 support environment.