Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Salesforce

Management Level

Senior Associate

Job Description & Summary

At PwC, our people in business application consulting specialise in consulting services for a variety of business applications, helping clients optimise operational efficiency. These individuals analyse client needs, implement software solutions, and provide training and support for seamless integration and utilisation of business applications, enabling clients to achieve their strategic objectives.

As a Salesforce consulting generalist at PwC, you will possess a broad range of consulting skills and experience across various Salesforce applications. You will provide consulting services to clients, analysing their needs, implementing software solutions, and offering training and support for effective utilisation of Salesforce applications. Your versatile knowledge will allow you to assist clients in optimising operational efficiency and achieving their strategic objectives.

Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn’t clear, you ask questions, and you use these moments as opportunities to grow.

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Respond effectively to the diverse perspectives, needs, and feelings of others.
• Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems.
• Use critical thinking to break down complex concepts.
• Understand the broader objectives of your project or role and how your work fits into the overall strategy.
• Develop a deeper understanding of the business context and how it is changing.
• Use reflection to develop self awareness, enhance strengths and address development areas.
• Interpret data to inform insights and recommendations.
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.

Job Title: Senior AgentForce Developer 

Job Level: Sr. Associate 

Experience: 4-8 years 

Educational Qualifications: BE/B.Tech, MCA, M.Sc, M.E, M.Tech 

Key Skills: Salesforce, AgentForce, Apex, Lightning Web Components (LWC), Integration, Workflow Automation, Custom Actions, API Integration, Deployment 

 

Job Description 

We are looking for a highly skilled Senior AgentForce Developer to design and develop custom solutions within the AgentForce platform on Salesforce. You will be responsible for building intelligent workflows, enhancing agent experiences, and optimizing case management actions, leveraging the full capabilities of AgentForce, Apex, AI technologies, and other Salesforce features. 

The ideal candidate will have hands-on experience with AgentForce actions, Apex, custom prompts, and creating automation rules within AgentForce to simplify complex workflows, improve operational efficiency, and ensure scalability. 

 

Must-Have Skills and Experience: 

• AgentForce Platform: Strong understanding and hands-on experience with AgentForce development, including configuring and customizing AgentForce actions (e.g., intelligent case routing, task automation, and contextual agent prompts) to enhance agent productivity and decision-making. 

• Apex & Workflow Automation: Proficiency in Apex development for automating workflows, triggers, and custom actions. Ability to streamline processes based on real-time data and business rules. 

• Custom Actions and Flow: Expertise in creating and customizing AgentForce Actions and integrating them with Salesforce Flows to automate tasks such as case assignments, escalations, and agent prompts. 

• API Integrations: Hands-on experience developing REST/SOAP APIs and integrating third-party systems with AgentForce to pull in external data, invoke AI models, and drive decision-making. 

• Automation & Scalability: Experience automating workflows with Apex, Process Builder, and Flow. Ensure scalability, optimization, and maintainability across various environments. 

• AI and Predictive Analytics: Familiarity with integrating AI models into AgentForce, such as predictive case routing, agent workload balancing, and next-best-action recommendations. 

 

Key Responsibilities: 

• AgentForce Action Customization: Design and implement AgentForce actions to automate and streamline tasks such as case creation, escalation, and assignment. Work with Salesforce Flows to build adaptable workflows based on case data and agent context. 

• Apex & Workflow Automation: Develop Apex triggers, classes, and batch jobs to automate custom business processes within AgentForce, including case routing and task assignments. 

• Intelligent Routing and Decision-Making: Implement intelligent case routing based on various factors, such as case priority, customer sentiment, and agent expertise. Use predictive analytics to recommend optimal case handling actions. 

• Cross-System Integration: Design API integrations to enrich AgentForce workflows with external data sources, such as customer databases or third-party analytics platforms, for informed decision-making. 

• Scalable, Maintainable Solutions: Ensure custom AgentForce solutions are scalable and maintainable by following best practices for Apex development, version control, and CI/CD pipelines. 

• Testing & Deployment: Manage the full deployment lifecycle of AgentForce customizations, ensuring thorough testing, quality assurance, and smooth deployment using Salesforce DX and Git. 

• Continuous Improvement & Feedback: Collaborate with business analysts and stakeholders to continuously improve AgentForce by optimizing workflows, automation, and integrations based on feedback. 

 

Additional Desired Skills (Good to Have): 

• Advanced AgentForce Actions: Experience with advanced AgentForce features, such as dynamic workflow optimization and AI-based decision models. 

• Salesforce Einstein Integration: Experience integrating Salesforce Einstein to bring intelligence into workflows, including features like Einstein Prediction Builder for intelligent case routing. 

• Salesforce Platform Certifications: Certifications such as Salesforce Platform Developer I/II, Salesforce Administrator, or Salesforce AI Developer are a plus. 

• Cloud-Native Development: Understanding of cloud-native development and microservices architectures, especially when integrating AgentForce with other cloud applications. 

 

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Application Software, Business Model Development, Business Process Modeling, Business Systems, Communication, Creativity, Developing Training Materials, Embracing Change, Emerging Technologies, Emotional Regulation, Empathy, Enterprise Integration, Enterprise Software, Implementation Research, Implementation Support, Implementing Technology, Inclusion, Innovative Design, Intellectual Curiosity, IT Infrastructure, Learning Agility {+ 18 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date