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15 hours ago

bangalore, India APN Consulting, Inc. Full time

Role: Salesforce Agentforce AdministratorLocation: Mumbai (Hybrid OR Remote)OverviewWe 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 capabilitiesResponsibilitiesAdminister 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.Qualifications5+ years of Salesforce administration experience, ideally with Service Cloud1+ 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 ExperienceExperience 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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