Salesforce Agentforce Specialist
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Job Location:
Washington, AR - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
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 governmentcontracted 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 AIdriven 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 AIenabled 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 knowledgebase 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 subjectmatter expert for Agentforce and support crossfunctional coordination.
Required Qualifications:
- Active Salesforce Agentforce certification.
- Handson 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 AIdriven 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 thirdparty service platforms.
- Background in customer support operations or process improvement.
- Bachelors 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.
Required Experience:
IC
Key Skills
- Sales Experience
- Crane
- Customer Service
- Communication skills
- Heavy Equipment Operation
- Microsoft Word
- Case Management
- OSHA
- Team Management
- Catheterization
- Microsoft Outlook Calendar
- EHS
About Company
Systems Integration is a provider of turnkey contact center infrastructure solutions and IT services that helps U.S. government and businesses to elevate their customer satisfaction.
