Job Title: Salesforce Service Cloud & AI Administrator (Einstein Bot & Agent force)
Locations: Onsite (Pune, Gurugram, Bangalore, Chennai, Hyderabad)
Experience: 4-6 Years
Role Summary
We are looking for a Salesforce professional with strong experience in Service Cloud lifecycle management, Omnichannel configuration, and hands-on expertise in Einstein Bots and Agent force Agents. The role focuses on designing, implementing, and optimizing intelligent customer service experiences powered by automation and AI.
Key Responsibilities
Service Cloud & Omnichannel Lifecycle
- Design and maintain Omnichannel routing, queue management, and capacity models.
- Support deployments, enhancements, and production issue resolution.
Einstein Bot Implementation
- Design and configure Einstein Bots for customer support use cases.
- Build intents, dialog flows, entities, and escalation paths.
- Integrate bots with Knowledge, Cases, and live agent handoff.
- Improve containment rates and customer experience through bot optimization.
- Monitor bot performance and analytics.
Agent force Agent Configuration
- Configure and manage Agent force Agents.
- Create and maintain:
- Prompt templates in Prompt Builder
- Custom Agent Actions
- AI-driven workflows
- Ensure proper integration with Service Cloud objects and processes.
- Monitor usage, performance, and optimize AI-driven interactions.
Required Skills & Experience
- 4+ years of Salesforce experience.
- Strong hands-on experience with Service Cloud & Omnichannel setup.
- Experience building and maintaining Einstein Bots.
- Experience configuring Agent force Agents and prompts.
- Good understanding of Flows and Apex.
- Experience with integrations and API-based systems is a plus.
Preferred
- Salesforce Administrator certification.
- Service Cloud Consultant certification.
- Experience with AI-driven customer service automation.
- Understanding of Flex Credits / AI usage monitoring.
Ideal Candidate
- Strong understanding of customer support processes.
- Experience improving service efficiency through automation and AI.
- Comfortable working in Agile and cross-functional teams.
