Agentforce Architect

Job Summary

Sr Architect for Salesforce Agentforce responsible for designing scalable secure and resilient customer service solutions that align with enterprise standards and business goals in a hybrid work model using deep platform expertise to optimize performance improve agent productivity and deliver measurable value for clients and society.

Responsibilities

• Design end to end Salesforce Agentforce solutions that align with enterprise architecture principles and meet complex customer service requirements across multiple business units.
• Translate business needs into detailed Salesforce configurations and integrations that improve agent efficiency response accuracy and overall customer satisfaction.
• Create high level and low level technical designs for Service Cloud and Agentforce capabilities that ensure scalability resilience security and ease of maintenance.
• Collaborate with product owners business analysts and delivery teams to refine user stories and ensure technical feasibility and value driven outcomes for every feature.
• Define integration patterns between Salesforce and external applications using best practice approaches that ensure reliable data flow consistent experiences and robust error handling.
• Review configurations and customizations implemented by development teams to ensure adherence to architecture standards coding guidelines and performance expectations.
• Optimize Salesforce Agentforce features such as routing console layouts and agent workflows to reduce handling time and improve operational metrics for service teams.
• Guide the selection and usage of Salesforce automation capabilities including flows assignment rules and macros to reduce manual effort and enhance quality.
• Monitor system performance identify bottlenecks and propose improvements that enhance stability response time and user experience without adding unnecessary complexity.
• Document architecture decisions solution designs and configuration patterns in a clear structured manner to support future maintenance reuse and audit readiness.
• Partner with security and compliance stakeholders to ensure that all Salesforce implementations follow organizational policies regulatory requirements and data protection standards.
• Coordinate with testing teams to define test strategies coverage and scenarios that validate functional behavior integration reliability and performance of Salesforce solutions.
• Provide technical mentorship to peers and junior architects by sharing best practices reusable patterns and practical guidance that elevate overall team capability.
• Engage with business partners to evaluate new Salesforce Agentforce features and app exchange offerings to continuously improve service capabilities and innovation potential.
• Participate in production support reviews by analyzing incidents and proposing sustainable design changes that reduce recurrence and enhance platform robustness.
• Drive continuous improvement by capturing lessons learned from projects and refining architecture blueprints and reference models for future Salesforce initiatives.
• Align solution roadmaps with broader digital transformation objectives so that Salesforce investments deliver measurable benefits to customers and society through better service outcomes.
  
  

• Require a minimum of ten years of overall IT experience with at least eight years focused on Salesforce implementations across service and customer engagement domains.
• Require proven hands on experience in Salesforce Service Cloud and Agentforce including configuration of consoles omni channel routing and case management capabilities.
• Require strong knowledge of Salesforce data modeling sharing models security configuration and performance tuning tailored for high volume service operations.
• Require practical experience designing integrations using tools such as middleware platforms rest based interfaces and event driven patterns in enterprise environments.
• Require demonstrated ability to work in hybrid teams manage multiple stakeholders and communicate complex technical concepts in clear business friendly language.
• Nice to have experience with additional Salesforce clouds such as experience cloud and field service that complement Agentforce centric solutions.
• Nice to have exposure to agile delivery practices with participation in sprint planning backlog refinement and continuous delivery pipelines for Salesforce programs.
• Nice to have familiarity with industry specific service processes in sectors such as financial services retail or telecom to better adapt Salesforce solutions to domain needs.
• Nice to have background in user experience design principles as applied to Salesforce consoles to create intuitive and productive workspaces for service agents.