Salesforce Service Cloud - L2 Application Support Engineer

Willware Technologies

4 - 9 years

0 - 1 Lacs

hyderabad gurugram delhi / ncr

Posted:None| Platform:

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Skills Required

calabrio work force management salesforce service cloud service cloud salesforce support services salesforce sales cloud health cloud atlas reasoning engine support management marketing cloud sfcc community cloud sales service

Work Mode

Hybrid

Job Type

Full Time

Job Description

Company Name : WillWare Technologies

Role: Salesforce Service Cloud L2 Support

Work Model : Fulltime / Hybrid

Location : Hyderabad / Gurgaon

Experience : 4+ Years

SKILL REQUIREMENTS

Must Skills

Expertise in managing and administrating in
Salesforce Service Cloud, Calabrio Work Force Management, AWS Call Recording, AWS Connect
Good to have experience working on
Atlas Reasoning Engine
, SAP, OMS, Commerce Cloud, BI, JPM Chase, AWS CTI.
Ability to troubleshoot and support AI agent workflows powered by Atlas, including task orchestration and decision-making logic.
Familiarity with System 2 reasoning models, reinforcement learning feedback loops, and graph-based architectures.
Experience monitoring and optimizing autonomous agent performance in production environments.
Proficiency in analyzing logs and telemetry data from Atlas-powered agents to identify and resolve issues.
Understanding of event-driven systems and asynchronous task execution in enterprise AI platforms.
Ability to collaborate with AI/ML teams to escalate and resolve complex reasoning or orchestration issues.
Exposure to Agentforce or similar AI agent ecosystems is a strong plus
Familiarity and working experience on ecommerce projects
Working knowledge with ServiceNOW ITSM tool
Knowledge of Production Support processes and procedures.
Have ability to demonstrate functional and technical architecture knowledge and correlate between the two from past experiences
Have good exposure of ITIL Processes like Incident Management, Problem Management, and Knowledge Management etc.

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