What are the responsibilities and job description for the Salesforce Agentforce Specialist position at Systems Integration, Inc.?
Location: Washington DC metro area
Salesforce Agentforce Specialist
Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking a Salesforce Agentforce Specialist to support a government‑contracted contact center by configuring, maintaining, and optimizing Salesforce Agentforce tools used by customer service staff. This role ensures accurate case handling, efficient workflows, and reliable AI‑driven support features. The Specialist works closely with operations, IT, and program leadership to improve automation, reporting, and overall service quality.
Key Responsibilities:
- Configure and maintain Agentforce features including case management, workflows, routing, and automations.
- Support AI‑enabled tools such as knowledge recommendations, automated responses, and predictive insights.
- Build and refine flows, macros, and process automations to improve efficiency and reduce manual work.
- Collaborate with customer service teams to translate operational needs into scalable Salesforce solutions.
- Maintain and update knowledge‑base content to ensure accuracy and alignment with AI models.
- Create dashboards and reports to track KPIs such as case volume, resolution time, and agent productivity.
- Monitor system performance, troubleshoot issues, and support upgrades and new feature rollouts.
- Serve as the internal subject‑matter expert for Agentforce and support cross‑functional coordination.
Required Qualifications:
- Active Salesforce Agentforce certification.
- Hands‑on experience with Salesforce Service Cloud or Agentforce administration.
- Strong understanding of case management, customer service workflows, and contact center operations.
- Experience with Salesforce Flow, automation tools, and AI‑driven service features.
- Strong communication and documentation skills.
Qualifications:
- Additional Salesforce certifications (Administrator, Service Cloud Consultant, AI Associate, etc.).
- Experience with omnichannel routing or digital engagement tools.
- Familiarity with API integrations or third‑party service platforms.
- Background in customer support, operations, or process improvement.
- Bachelor's degree in Information Systems, Business Administration, Computer Science, or a related field.
Must be able to pass a federal background check going back 7 years without felonies. Must be able to pass a federal credit check.