Salesforce Architect - Agentforce

Role Summary

Lead the architecture, design, and enterprise implementation of Salesforce Agentforce for AI-powered contact-center and customer-service operations. This role focuses on building autonomous and assistive AI agents, deep data and application integrations, and scalable service workflows across omnichannel environments.

Key Responsibilities:-

Agentforce Architecture & Implementation

• Design and lead enterprise-scale implementation of Agentforce, including autonomous and assistive service agents.
• Build AI agents that support customer service, case management, knowledge retrieval, escalation workflows, and 24/7 self-service interactions.
• Define agent behavior, reasoning patterns, guardrails, escalation logic, context management, and operational governance.

Contact-Center & Service Cloud Enablement

• Architect AI-driven workflows across chat, messaging, email, and voice/telephony channels.

Deep Data & Application Integration

• Design integrations between Salesforce and external systems (ERP, OMS, billing, ITSM, data platforms).

AI Governance, Security & Operational Readiness

• Implement guardrails, access controls, audit mechanisms, and compliance standards for all AI-agent interactions.

Strategy, Leadership & Stakeholder Management

• Lead discussions with business, operations, and service-delivery teams to identify automation opportunities.

Required Skills & Experience

• Strong experience as a Salesforce Architect with deep expertise in Service Cloud and enterprise CRM architecture.
• Proven experience in contact-center or customer-support systems: case management, ticketing, omnichannel service, telephony/voice integrations.
• Strong experience in data integration, application integration, APIs, middleware, and secure enterprise workflows.
• Hands-on expertise in automation, workflow orchestration, and building end-to-end service solutions.
• Ability to lead design, development, and deployment of AI-driven service capabilities in complex enterprise environments.
• Strong stakeholder engagement skills, with experience defining tech roadmaps and translating business requirements into scalable architectures.

Ideal Candidate Profile

• Experienced architect capable of designing AI-enabled contact-center ecosystems.
• Strong understanding of customer service workflows and enterprise-grade system integrations.
• Skilled in emerging AI-agent platforms (including Agentforce) and able to operationalize them securely at scale.
• Demonstrated ability to lead cross-functional teams and deliver high-impact service automation programs.