Salesforce Agentforce Specialist

NTT DATA Services•Washington (REMOTE), DC

2d•$75,168 - $140,000•Remote

About The Position

The Salesforce Agentforce Specialist supports 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.

Requirements

Bachelor's degree
Minimum 5 years of experience supporting Salesforce roles/responsibilities
Minimum 1 year of experience supporting Salesforce Service Cloud or Agentforce administration.
Ability to obtain/maintain a Public Trust clearance

Nice To Haves

Active Salesforce Agentforce certification.
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.
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.

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.