Role Overview

The Salesforce Service Cloud (Agentforce) Developer is responsible for designing, building, and maintaining scalable, high-performance solutions on the Salesforce Service Cloud platform — with a strong focus on Agentforce capabilities that enhance agent productivity, automation, and AI-driven customer service.

This role combines technical Salesforce expertise with a deep understanding of service processes, ensuring that customer service operations are streamlined through intelligent workflows, automations, and integrations.

Key Responsibilities

• Design, configure, and develop solutions within Salesforce Service Cloud and Agentforce to improve case management, omnichannel routing, and agent productivity.

• Develop and maintain Apex classes, triggers, Lightning Web Components (LWC), and Visualforce pages.

• Configure and optimize Omni-Channel, Agent Console, Service Cloud Voice, and Knowledge Base features.

• Build automation flows using Flow Builder, Process Builder, and Einstein Bots to enhance service efficiency.

• Integrate Salesforce with external systems using APIs, REST/SOAP web services, and middleware tools (e.g., Mulesoft).

• Implement Einstein GPT or other AI-driven features for intelligent case summarization and recommendation.

• Collaborate with business analysts and product owners to translate requirements into effective, scalable technical solutions.

• Conduct testing, code reviews, and participate in release management using DevOps tools (e.g., Copado, Gearset).

• Provide technical support and documentation for deployments and ongoing maintenance.

Requirements

• Bachelor’s degree in Computer Science, Software Engineering, or a related field (or equivalent practical experience).

• 3–5+ years of Salesforce development experience, with at least 2 years focused on Service Cloud / Agentforce.

• Strong skills in:

  • Apex, Lightning Web Components (LWC), Visualforce

  • SOQL/SOSL, Salesforce APIs (REST/SOAP)

  • Omni-Channel, Case Management, Service Console, Service Cloud Voice

  • Salesforce Flow Builder and Process Automation tools

• Experience integrating Salesforce with telephony, chat, or ticketing systems.

• Familiarity with AI and automation features such as Einstein GPT, Einstein Bots, or predictive case routing.

• Knowledge of Salesforce security model, deployment best practices, and Agile methodologies.

Preferred Certifications

• Salesforce Platform Developer I/II

• Salesforce Service Cloud Consultant

• Salesforce Omnichannel Specialist

• Einstein AI / Agentforce specialization (advantageous)

Nice-to-Have Skills

• Experience with Salesforce Data Cloud, Field Service, or Experience Cloud.

• Exposure to AI/ML tools or natural language processing within Salesforce.

• Familiarity with KPI dashboards, Tableau CRM (Einstein Analytics), or Power BI integration.

Soft Skills

• Strong problem-solving and analytical mindset.

• Excellent communication and documentation skills.

• Ability to collaborate effectively with cross-functional and remote teams.

• Customer-first mindset with attention to detail and service excellence.

Contact information

Yandiswa D