Job Purpose and primary objectives:
The purpose of this role is to configure, maintain, and enhance Salesforce Service Cloud and Agentforce chatbot capabilities to deliver seamless, AI‑enabled customer support experiences across digital channels (Web and Mobile App). The role ensures stable platform operations, drives continuous optimisation, and partners closely with BA, Product, and Engineering teams to implement high‑impact conversational automation
Ensure reliable administration and configuration of Salesforce (primarily Service Cloud and digital engagement channels).
Lead the configuration, setup, and optimisation of Agentforce chatbot (omni‑flow logic, agent behaviour, integrations).
Support BA teams in deploying chatbot journeys across website and mobile app environments.
Maintain seamless integration between chatbot, FAQ/AEM content, and customer service workflows.
Participate in testing, troubleshooting, and iterative product improvements based on usage insights.
Key Skills/Knowledge:
Core Salesforce Skills
- Strong Salesforce Administration experience (3+ years recommended).
- Hands‑on knowledge of Service Cloud, case management, digital engagement, and automations.
- Experience in configuring flows, workflows, validation rules, queues, routing, and knowledge management.
Agentforce Chatbot / Conversational AI
- Proven experience implementing and configuring Agentforce chatbot solutions.
- Understanding of omniflow orchestration, decision logic, and conversation mapping.
- Familiarity integrating chatbot widgets into web/mobile environments.
- Exposure to LLM‑based tools, AI‑driven customer experience solutions, and automation.
Technical & Integration Knowledge
- Understanding of API‑based integrations, digital channels, and customer engagement workflows.
- Experience working with AEM/FAQ systems or knowledge article integration.
Soft Skills & Ways of Working
- Strong analytical and troubleshooting skills.
- Ability to collaborate across BA, engineering, and customer support teams.
- Excellent communication and documentation abilities.
- Comfortable working in fast‑paced environments with critical path deliverables.
Experience required:
- Strong Salesforce Admin background (3+ years relevant experience recommended).
- Hands‑on experience with Agentforce chatbot implementation.
- Understanding of integrating chat widgets into Web/App environments.
- Comfortable working across product, engineering, and customer experience teams.
- Salesforce Admin and Service Cloud certifications.
Exposure to LLM‑based tools, automation, or AI‑driven CX solutions.