At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company's growth and market presence. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here.

Job Description:

NTT DATA's Client is seeking a Senior Salesforce Service Cloud & Agentforce Technical Lead with a minimum 5+ years of work experience in Salesforce.com projects.

Key Skills & Responsibilities:

• Highly experienced in Administration and application development using Salesforce.com, with deep expertise in Service Cloud implementations for enterprise clients. Proven track record in successfully delivering end-to-end Salesforce projects with focus on customer service excellence and agent productivity.

Core Expertise (Service Cloud Focus):

Service Cloud Features: Hands-on experience with Service Console, Omni-Channel routing, AWS Chat integration, CTI (Computer Telephony Integration), Case Management, Email-to-Case, Knowledge Management, and AI-driven bot implementations (Einstein Bots / Agentforce-powered conversational bots) for enhanced customer support.

Agentforce: Strong knowledge and implementation experience of Agentforce to improve service agent productivity, drive automation, and streamline service operations. Skilled in building customer-centric solutions leveraging Service Cloud best practices including SLA tracking, entitlement processes, escalation rules, and service contracts. Knowledge of analytics, reports, and dashboards for Service Cloud to monitor KPIs like case resolution time, agent performance, and customer satisfaction.

Development & Integration Skills: Experienced in developing and maintaining Apex Classes, Triggers, Visualforce Pages, Lightning Web Components (LWC), and Flows to deliver custom solutions. Proficient in implementing system integrations with external platforms using REST/SOAP APIs, AWS, CTI connectors, middleware tools, and Platform Events for real-time communication and data exchange. Expertise in customizing Salesforce with objects, workflows, process builder, roles, profiles, sharing rules, validation rules, and page layouts. Strong understanding of Salesforce Governor Limits and experience in optimizing code to meet performance and scalability requirements.

Deployment & Data Management:

Responsible for deployment lifecycle management using Copado and Change Sets. Experienced in data migration and cleansing activities using Apex Data Loader and other ETL tools.

Agentforce & Conversational AI:

Practical experience working with Agentforce to design intelligent agent workflows, automate case handling, and improve agent efficiency through AI-assisted recommendations and summarization. Experience in building, configuring, and deploying bots to handle common service requests, including:

• Designing conversational flows and dialog management
• Integrating bots with backend systems via APIs
• Enabling seamless handoff between bots and live agents via Omni-Channel
• Leveraging NLP capabilities for intent recognition and customer interaction automation
• Continuous improvement of bot performance using analytics and feedback loops

Other Skills:

• Experience in designing and consuming GraphQL APIs to optimize data retrieval, reduce payload size, and improve performance in complex integrations.
• Capable of rapidly learning new technologies and processes, and successfully applying them to projects and operations.
• Strong project discipline with experience in managing deliverables, timelines, and cross-functional collaboration.
• Effective team player with the ability to work efficiently under pressure and within tight deadlines. Excellent communication and stakeholder management skills.

Certifications (Preferred):

• Salesforce Certified Service Cloud Consultant
• Salesforce Administrator / Platform Developer certifications

About NTT DATA Services:

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients' long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting hourly range for this remote role is ($60.00 - $70.00/Hour). This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on several factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications.

This position is eligible for company benefits that will depend on the nature of the role offered. Company benefits may include medical, dental, and vision insurance, flexible spending or health savings account, life, and AD&D insurance, short-and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.

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