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About the role
Role Name: Agentforce Solution Specialist Location: Kochi- Remote Experience: 7 years and above Shift: 1 PM IST to 10 PM IST Role Summary - Serve as the Technical Subject Matter Expert (SME) for Salesforce Agentforce production support. - Provide operational support for Agentforce, Salesforce Service Cloud, Experience Cloud, OMS, and integrations. - Lead incident resolution, Root Cause Analysis (RCA), and production support activities. - Ensure the reliability and availability of Agentforce-enabled business workflows. - Provide technical guidance and mentor the support team. Key Responsibilities - Provide advanced production support for Salesforce Agentforce solutions. - Investigate and resolve Priority 1 (P1) and Priority 2 (P2) incidents. - Troubleshoot issues across Agentforce, Salesforce, integrations, and downstream systems. - Perform Root Cause Analysis (RCA) and drive corrective actions. - Support production deployments and release readiness activities. - Monitor service health, KPIs, and SLAs. - Maintain operational documentation and support runbooks. - Collaborate with cross-functional teams and third-party vendors to resolve critical issues. - Provide knowledge transfer and technical guidance to support engineers. - Be available to support on-call activities during assigned shifts as required. Required Skills - Salesforce Platform, Service Cloud, and Experience Cloud - Agentforce architecture, configuration, topics, actions, and workflows - Salesforce Administration and Flows - Salesforce OMS - REST APIs, OAuth, and integration troubleshooting - Incident Management, Problem Management, and Root Cause Analysis - ITIL processes (preferred) - Monitoring tools such as Splunk, Dynatrace, Datadog, or Current Relic (preferred) Experience & Qualifications - 710 years of experience supporting enterprise Salesforce solutions in production. - Hands-on experience with Salesforce Service Cloud and Experience Cloud. - Experience supporting customer-facing application .
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