Salesforce Agentforce Developer/Admin

3 weeks ago

Pune, India APN Consulting, Inc. Full time

Role: Salesforce Agentforce Administrator

Location: Mumbai (Hybrid OR Remote)


Overview

We are seeking a skilled Salesforce Agentforce Administrator to support, configure, and optimize our conversational AI platform, Agentforce, within the Salesforce ecosystem. This role is critical in ensuring a seamless virtual agent experience for our members and internal users across various lines of business. You'll work closely with product managers, Salesforce engineers, and business stakeholders to manage day-to-day bot performance, troubleshoot issues, and scale Agentforce capabilities


Responsibilities

  • Administer and maintain Agentforce deployments within Salesforce and other supported interfaces.
  • Configure intents, utterances, dialog flows, and prompt templates to align with business use cases.
  • Partner with AI/ML and other engineering teams to support continuous training optimization of the bot's performance.
  • Use the Agentforce Console to monitor conversations, analyze outcomes, and manage handoffs to live agents or other systems.
  • Support integrations between Agentforce and other internal systems (master data sources)
  • Maintain detailed documentation for skills, prompts, flows, and system configurations.
  • Troubleshoot production issues, collaborate with support teams, and drive resolution of system incidents.
  • Provide recommendations on improving user experience based on chat analytics and usage patterns.
  • Help ensure compliance with HIPAA security and privacy standards.


Qualifications

  • 5+ years of Salesforce administration experience, ideally with Service Cloud
  • 1+ years of hands-on experience with conversational AI tools (Agentforce preferred; other tools like Einstein Bots, Kore.ai, or Ada acceptable).
  • Familiarity with AI concepts such as intent mapping, utterance design, fallback handling, and slot filling.
  • Proficiency in configuring Salesforce flows, permission sets, user access, and case routing logic.
  • Experience with API integrations, third party middleware (Mulesoft or other)
  • Strong communication and collaboration skills with both technical and non-technical stakeholders.
  • Salesforce Administrator certification required; Salesforce AI Associate a plus.


Preferred Experience

Experience working in a healthcare or HIPAA-compliant environment.

  • Knowledge of Healthcare platforms and business lines.
  • Familiarity with agile development methodologies and Jira/Confluence tooling.

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