Job Description

Simplus , a leading Salesforce Summit Consulting Partner and an Infosys company , delivers end-to-end Salesforce platform solutions that accelerate digital transformation. With deep industry expertise and a proven delivery framework, we help organizations streamline operations, enhance customer and employee experiences, and maximize ROI through strategic advisory, scalable architecture, and technical excellence.

Position Summary:

We’re seeking a highly experienced Salesforce Agentforce Strategist to lead the technical design and architecture of scalable Salesforce Service Cloud and Agentforce solutions for our enterprise clients. This individual will be responsible for defining robust case management frameworks, integrating AI-powered agent tools, and architecting seamless omni-channel customer service experiences that align with our clients’ operational goals.

Key Responsibilities:

• Architect and lead the delivery of Salesforce Agentforce/Service Cloud solutions, including Omni-Channel , CTI integrations , Knowledge Management , and Live Agent/Einstein Bots .
• Design and implement Experience Cloud portals tailored to customer support and self-service use cases.
• Build scalable case lifecycle solutions including automated routing, SLA tracking, and escalation rules.
• Design secure, scalable data models and role-based access controls for agents and supervisors.
• Collaborate with business stakeholders, solution engineers, and developers to gather requirements and translate them into well-architected Salesforce implementations.
• Define technical standards and provide leadership on architectural governance, performance, and scalability.
• Lead integrations with third-party platforms via REST/SOAP APIs , middleware , and event-driven architectures (e.g., Platform Events, Change Data Capture).
• Guide the implementation of OmniStudio (OmniScripts, DataRaptors, Integration Procedures) where applicable.
• Support DevOps practices and CI/CD pipelines using tools like Copado , Gearset , or AutoRABIT .
• Provide hands-on technical guidance in Apex , Lightning Web Components (LWC) , and declarative configuration.
• Conduct code reviews, performance tuning, and technical troubleshooting to ensure solution quality.
• Mentor developers and consultants on technical best practices and help build delivery assets and frameworks.

Required Skills & Experience:

• 8+ years of hands-on Salesforce experience; 3+ years in an architecture or technical leadership role.
• Proven experience delivering complex Service Cloud / Agentforce projects, including Omni-Channel and CTI.
• Strong experience with Lightning Web Components (LWC) , Apex (Triggers, Batch, Scheduler), and Flow.
• Deep understanding of Salesforce data modeling , role hierarchy , and sharing rules .
• Expertise in API integrations using REST, SOAP, and middleware such as MuleSoft or Dell Boomi.
• Familiarity with Einstein Bots , Live Agent , and intelligent routing strategies is a plus.
• Strong understanding of Salesforce DevOps and tools such as Copado , Flosum , Gearset , or AutoRABIT .
• Experience working with Agile/Scrum delivery frameworks and tools like Jira or Azure DevOps .
• Salesforce certifications such as Application Architect , Service Cloud Consultant , Integration Architect , or System Architect are highly preferred.

Preferred Qualifications:

• Experience with Experience Cloud (formerly Community Cloud) and self-service portals.
• Exposure to Einstein AI , Case Classification , and Next Best Action recommendations.

Why Join Simplus?

• Work with top-tier clients and cutting-edge Salesforce technologies.
• Be part of a high-performing, values-driven team that thrives on collaboration, transparency, and innovation.
• Flexible remote work environment, competitive compensation.
• Continuous learning, certifications support, and career growth opportunities.

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