Salesforce Service Cloud Consultant

As a Salesforce Agentforce Consultant, you will design and implement AI‑powered service solutions leveraging Salesforce Agentforce, Service Cloud, and Einstein AI. You will help enterprises enhance agent productivity and customer experience through intelligent automation and responsible AI.

Your Key Responsibilities

• Design and configure Salesforce Agentforce and Service Cloud solutions for service and contact center use cases
• Collaborate with client stakeholders to define agent workflows, automation, and AI‑driven enhancements
• Configure Service Cloud capabilities such as:
  • Case Management
  • Omni‑Channel
  • Knowledge
  • Salesforce Flows
• Implement and optimize AI‑assisted agent features including:
  • Case and conversation summarization
  • Recommended responses
  • Productivity enhancements
• Work closely with Infosys architects, developers, and integration teams to ensure scalable and secure solutions
• Support testing, deployment, and post go‑live hyper‑care activities
• Maintain configuration documentation and ensure compliance with responsible AI and data governance standards
• Contribute to reusable assets, accelerators, and best practices within the Infosys Salesforce Practice

Required Qualifications

• 5+ years of experience in Salesforce Service Cloud implementations
• Hands‑on experience or strong exposure to Salesforce Agentforce / Einstein AI
• Strong understanding of contact center operations and customer service workflows
• Experience delivering solutions in Agile or SAFe environments
• Strong communication skills to articulate AI and automation concepts to business users
• Bilingual - English and Japanese

Preferred Qualifications

• Salesforce Service Cloud Consultant certification
• Experience with chatbots, virtual agents, or conversational AI platforms
• Exposure to Salesforce Data Cloud integrations