Salesforce Agentforce Administrator III

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you're empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let's empower people everywhere to live their healthiest lives.

Salesforce Agentforce Administrator

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.

• 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 and Teladoc Health's security and privacy standards.
• Champion best practices for AI adoption, ensuring alignment with organizational goals and delivering measurable business impact.

• 5+ years of Salesforce administration experience, ideally with Service Cloud.
• 1+ years of hands-on experience with conversational AI tools (Agentforce preferred).
• 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.

• Required Certifications:

• Salesforce Certified Platform Administrator

• Salesforce Certified Agentforce Specialist

• Experience working in a healthcare or HIPAA-compliant environment.
• Knowledge of Teladoc Health platforms and business lines.
• Familiarity with agile development methodologies and Jira/Confluence tooling.

Why Join Teladoc Health?

A New Category in Healthcare: Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person's health journey.

Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.

Focus on PEOPLE: Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.

Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.

Growth and Innovation: We've already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.