Strong hands-on expertise in

Salesforce Service Cloud

Agentforce

Apex development

Salesforce Flows

Integrations

Salesforce Administration

Key Responsibilities

Design, develop, configure, and support Salesforce Service Cloud solutions for customer service and contact center operations.
Develop and enhance Agentforce / AI Agents, including topics, instructions, actions, prompts, grounding, and integrations with Salesforce and external systems.
Develop scalable Apex classes, triggers, batch Apex, queueable Apex, and Lightning Web Components (LWC).
Build and support REST and SOAP integrations between Salesforce and enterprise applications.

Design and maintain Salesforce Flows, including

Screen Flows

Record-Triggered Flows

Scheduled Flows

Autolaunched Flows

Configure and maintain Salesforce platform capabilities, including

Objects and Fields

Record Types

Page Layouts

Validation Rules

Approval Processes

Permission Sets and Profiles

Custom Metadata

Custom Settings

Perform Salesforce administration activities, including

User management
Security and sharing configuration
Case management

Queues

Omni-Channel

Reporting and dashboards
Service Cloud configuration
Implement and support Service Cloud Voice and contact center integrations with providers such as Vonage and Amazon Connect.
Develop integrations using REST APIs, Named Credentials, External Credentials, Platform Events, and middleware platforms.
Utilize SQL and SOQL to query, troubleshoot, validate, and analyze customer and transactional data.
Collaborate effectively with business analysts, architects, QA teams, product owners, and distributed development teams.

Preferred Qualifications

Experience implementing Agentforce actions, topics, instructions, prompts, and grounding/RAG solutions.
Experience integrating Agentforce with enterprise APIs and external systems.
Knowledge of Salesforce Data Cloud / Customer 360.
Experience with Service Cloud Voice and Omni-Channel.
Familiarity with Salesforce DevOps practices and CI/CD pipelines.
Experience with integration platforms such as MuleSoft and/or Spring Boot.
Salesforce Platform Developer I Certification preferred.

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Concord is an execution partner helping organizations drive digital transformation, modernization, and scalable technology solutions. We deliver results that solve real business challenges. We operate globally and are growing fast, shaping the future of technology. Join a team trusted by top companies to drive strategic growth and operational excellence!