Salesforce Service Cloud Integrations focus + strong Agent force

Senior Engineer (Salesforce Service Cloud Integrations focus + strong Agent force)

Location – Seattle, WA

Salesforce Service Cloud Engineer (Integration focused + strong Agent force)

Description & Requirements

Additional details

· 8+ years of experience delivering Salesforce solutions, with a strong focus on Salesforce Service Cloud in complex enterprise environments.

· Deep understanding of Service Cloud capabilities, including omnichannel routing, digital channels, case management, knowledge management, entitlements, SLAs, and contact center operations.

· Strong hands-on Agentforce implementation experience, covering use-case discovery, solution design, configuration, custom development, integration, testing, deployment, and production optimization.

· Practical expertise with Agentforce Builder, subagents/topics, instructions, actions, Prompt Builder, and custom capabilities built using Salesforce Flow, Apex, and APIs.

· Strong understanding of grounding agent responses in trusted enterprise data, including Salesforce Knowledge and relevant Data 360/Data Cloud capabilities, with attention to data quality, retrieval relevance, and access controls.

· Proven ability to lead and mentor Agentforce developers, establish development standards, review solution designs and code, troubleshoot complex issues, and guide the team toward reliable, maintainable implementations.

· Ability to advise customers independently on Salesforce and Agentforce, lead discovery and architecture workshops, prioritize suitable use cases, assess readiness, explain platform constraints, and recommend a phased implementation approach.

· Ability to recommend when to use standard Salesforce functionality, deterministic automation, custom development, or Agentforce based on business needs, risk, complexity, and cost.

· Strong knowledge of Agentforce best practices, including clearly defined agent scope, secure action design, authentication and authorization, least-privilege access, data privacy, prompt-injection defenses, and escalation to human agents.

· Experience establishing agent testing and evaluation practices, including scenario testing, regression testing, negative cases, response quality, action accuracy, and monitoring through Agentforce Testing Center and relevant platform tools.

· Strong hands-on Salesforce development and configuration skills, including Apex, Lightning Web Components, Flow, APIs, security and sharing, governor limits, and deployment practices.

· Experience working closely with Salesforce product and account teams to evaluate features, SKUs, licensing dependencies, consumption models, and roadmap capabilities.

· Experience with enterprise data models, business metrics, and Salesforce reporting, including contact center productivity, case lifecycle, customer interactions, and SLA performance. Ability to define Agentforce success measures such as resolution rate, escalation rate, response quality, latency, and cost per interaction.

· Hands-on experience integrating Salesforce with enterprise data platforms and services, including Snowflake, using batch and real-time patterns.

· Exposure to event-driven architectures using Kafka or similar streaming technologies, and secure integrations with broader enterprise stacks, including Java, Spring Boot, and APIs.

· Ability to collaborate across internal development teams, Salesforce administrators, data engineers, analytics teams, multiple systems integrators, and third-party vendors.

· Strong communication and stakeholder-management skills, with the ability to translate business needs into technical solutions, explain tradeoffs clearly, and take ownership of technical decisions and delivery outcomes.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or a related technology field, or equivalent practical experience.
• 4+ years of experience delivering Salesforce solutions, with focus on Salesforce Service Cloud in complex enterprise environments.
• Deep understanding of Service Cloud capabilities, including omnichannel routing, digital channels, Agentforce, case management, and contact center operations.
• Experience working closely with Salesforce (product teams, account teams) and understanding SKUs, features, and roadmap capabilities
• Experience with enterprise data models, business metrics, and KPIs within Salesforce, particularly for service and agent performance reporting.
• Expertise in contact center analytics, including agent productivity, case lifecycle management, customer interactions, and SLA performance.
• Hands‑on experience integrating Salesforce with enterprise data platforms and services, including Snowflake, using both batch and real‑time patterns.
• Exposure to event‑driven architectures and real‑time integrations using Kafka or similar streaming technologies.
• Exposure to scalable, secure architectures that integrate Salesforce with broader enterprise tech stacks (e.g., Java, Spring Boot, APIs).
• Ability to collaborate effectively across internal development teams, multiple systems integrators (SIs), and third‑party vendors.
• Strong communication and stakeholder‑management skills, with the ability to bridge business requirements, Salesforce administrators, developers, data engineers, and analytics teams.

must haves

• Acknowledge the presence of choice in every moment and take personal responsibility for your life.
• Possess an entrepreneurial spirit and continuously innovate to achieve great results.
• Communicate with honesty and kindness and create the space for others to do the same.
• Lead with courage, knowing the possibility of greatness is bigger than the fear of failure.
• Foster connection by putting people first and building trusting relationships.
• Integrate fun and joy as a way of being and working, aka doesn’t take yourself too seriously.