Strong hands-on expertise in:
Salesforce Service Cloud
Agentforce
Apex development
Salesforce Flows
Integrations
Salesforce Administration

Key Responsibilities
Design, develop, configure, and support Salesforce Service Cloud solutions for customer service and contact center operations.
Develop and enhance Agentforce / AI Agents, including topics, instructions, actions, prompts, grounding, and integrations with Salesforce and external systems.
Develop scalable Apex classes, triggers, batch Apex, queueable Apex, and Lightning Web Components (LWC).
Build and support REST and SOAP integrations between Salesforce and enterprise applications.
Design and maintain Salesforce Flows, including:
Screen Flows
Record-Triggered Flows
Scheduled Flows
Autolaunched Flows
Configure and maintain Salesforce platform capabilities, including:
Objects and Fields
Record Types
Page Layouts
Validation Rules
Approval Processes
Permission Sets and Profiles
Custom Metadata
Custom Settings
Perform Salesforce administration activities, including:
User management
Security and sharing configuration
Case management
Queues
Omni-Channel
Reporting and dashboards
Service Cloud configuration
Implement and support Service Cloud Voice and contact center integrations with providers such as Vonage and Amazon Connect.
Develop integrations using REST APIs, Named Credentials, External Credentials, Platform Events, and middleware platforms.
Utilize SQL and SOQL to query, troubleshoot, validate, and analyze customer and transactional data.
Collaborate effectively with business analysts, architects, QA teams, product owners, and distributed development teams.
Preferred Qualifications
Experience implementing Agentforce actions, topics, instructions, prompts, and grounding/RAG solutions.
Experience integrating Agentforce with enterprise APIs and external systems.
Knowledge of Salesforce Data Cloud / Customer 360.
Experience with Service Cloud Voice and Omni-Channel.
Familiarity with Salesforce DevOps practices and CI/CD pipelines.
Experience with integration platforms such as MuleSoft and/or Spring Boot.
Salesforce Platform Developer I Certification preferred.

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