What are the responsibilities and job description for the Call Center Salesforce Agentforce Implementation Engineer position at ITCON Services?
We are seeking a highly skilled Salesforce Agentforce Implementation Engineer to lead the deployment of next-generation AI agents within complex, high-volume contact center environments. Operating within a CMMI Level III and ISO-certified framework, you will architect and deploy autonomous AI solutions that seamlessly integrate with our existing omnichannel platforms, including Genesys Cloud and ServiceNow.
This role is critical to our mission of modernizing legacy systems, elevating the customer experience, and ensuring strict regulatory fidelity across all cloud workflows. We advocate for workforce excellence; therefore, this is a permanent, full-time position with comprehensive benefits to support the stability required for high-stress, operational modernization efforts.
Education : Bachelor's degree in Business Administration, Management, IT, or related field preferred
Experience: 5 years of dedicated Salesforce architecture and development experience, with hands-on expertise in implementing Salesforce AI products (Einstein AI, Data Cloud, Prompt Builder) and specifically the Agentforce platform.
Certifications (preferred): Salesforce AI Specialist, Salesforce Platform Developer I/II, and/or Data Cloud Consultant.
Technical Proficiency: Deep understanding of Apex, Lightning Web Components (LWC), REST/SOAP APIs, and multi-channel system architecture.
Industry Knowledge: Proven background in modernizing enterprise or federal government contact centers. Familiarity with navigating strict compliance environments (e.g., FedRAMP High-aligned architecture).
This role is critical to our mission of modernizing legacy systems, elevating the customer experience, and ensuring strict regulatory fidelity across all cloud workflows. We advocate for workforce excellence; therefore, this is a permanent, full-time position with comprehensive benefits to support the stability required for high-stress, operational modernization efforts.
- Agentforce Architecture & Configuration: Design, build, and deploy custom Agentforce AI agents. Leverage Salesforce Data Cloud, Prompt Builder, and Copilot to automate complex Tier 1 and Tier 2 inquiries, reducing average handle times and improving first-contact resolution.
- Omnichannel & System Integration: Architect robust data flows and API integrations between Salesforce Agentforce, CCaaS platforms (such as Genesys Cloud), and ITSM systems (such as ServiceNow) to establish a unified, 360-degree view of the customer journey.
- Regulatory Fidelity & Security: Ensure all AI implementations and data models adhere strictly to government policies, data privacy regulations, and Zero Trust Architecture principles. Support ongoing organizational compliance objectives, including alignment with CMMC Level 2 standards.
- DevSecOps & Cloud Modernization: Participate in agile sprints and DevSecOps pipelines to drive continuous delivery. Author clear technical narratives, process flows, and architectural documentation for system migrations.
- Continuous Optimization: Monitor agent performance, refine AI reasoning triggers, and adjust guardrails to ensure responses are accurate, empathetic, and perfectly aligned with operational scripts and policies.
- Problem Solving: Exceptional ability to translate complex business rules and regulatory requirements into autonomous AI guardrails and instructions.
Education : Bachelor's degree in Business Administration, Management, IT, or related field preferred
Experience: 5 years of dedicated Salesforce architecture and development experience, with hands-on expertise in implementing Salesforce AI products (Einstein AI, Data Cloud, Prompt Builder) and specifically the Agentforce platform.
Certifications (preferred): Salesforce AI Specialist, Salesforce Platform Developer I/II, and/or Data Cloud Consultant.
Technical Proficiency: Deep understanding of Apex, Lightning Web Components (LWC), REST/SOAP APIs, and multi-channel system architecture.
Industry Knowledge: Proven background in modernizing enterprise or federal government contact centers. Familiarity with navigating strict compliance environments (e.g., FedRAMP High-aligned architecture).