NTT

3 weeks ago

Service Cloud Agentforce Developer

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Design, develop, and administer enterprise Service Cloud solutions focused on customer service excellence and agent productivity. Build and deploy Agentforce-powered conversational AI and integrate bots with Omni-Channel handoff. Implement Service Cloud features (cases, knowledge, routing, CTI, email-to-case) and develop customizations using Apex, Flows, LWC, and Visualforce. Manage deployments with Copado/Change Sets, execute data migration, and support analytics for KPI monitoring.

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Software Engineering

Seniority: Mid level

Key Responsibilities

•Deliver end-to-end Service Cloud implementations for enterprise clients with a focus on customer service excellence and agent productivity.
•Build and configure Agentforce-powered conversational bots, including designing workflows, dialog management, and integrating bots with backend systems via APIs.
•Develop and customize Salesforce using Apex, Visualforce, Lightning Web Components (LWC), and Flows to deliver custom solutions and integrations.
•Administer Service Cloud capabilities such as routing, case handling, email-to-case, knowledge management, SLA tracking, entitlements, escalation rules, and service contracts.
•Manage deployment lifecycle and data work, including using Copado/Change Sets and performing data migration/cleansing with Apex Data Loader and ETL tools.

Key Requirements

•Minimum 8+ years of work experience delivering Salesforce Projects with strong Service Cloud expertise.
•Hands-on experience implementing Service Cloud for enterprise customer service, including Service Console, Omni-Channel routing, Case Management, Email-to-Case, and Knowledge Management.
•Strong Agentforce experience to improve service agent productivity, automate workflows, and streamline service operations.
•Development experience with Apex Classes/Triggers, Visualforce, Lightning Web Components (LWC), and Flows, plus integration using REST/SOAP APIs, AWS, CTI connectors, middleware, and Platform Events.
•Experience with deployments and data management using Copado and Change Sets, and data migration/cleansing using Apex Data Loader and ETL tools.

Experience:8+ years

Skills:CommunicationStakeholder managementCross-functional collaborationWorking under pressureProject discipline

Certifications:Salesforce Certified Service Cloud ConsultantSalesforce AdministratorSalesforce Platform Developer

Tech Stack:Salesforce.comSalesforceService CloudService ConsoleOmni-ChannelAWSEinstein BotsAgentforceEinsteinCTI (Computer Telephony Integration)Case ManagementEmail-to-CaseKnowledge ManagementSLA trackingApexApex ClassesApex TriggersVisualforceLightning Web Components (LWC)Flows

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT