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Agentforce Architect

00070223351


Job summary

Sr Architect for Salesforce Agentforce responsible for designing scalable secure and resilient customer service solutions that align with enterprise standards and business goals in a hybrid work model using deep platform expertise to optimize performance improve agent productivity and deliver measurable value for clients and society.


Responsibilities

  • Design end to end Salesforce Agentforce solutions that align with enterprise architecture principles and meet complex customer service requirements across multiple business units.
  • Translate business needs into detailed Salesforce configurations and integrations that improve agent efficiency response accuracy and overall customer satisfaction.
  • Create high level and low level technical designs for Service Cloud and Agentforce capabilities that ensure scalability resilience security and ease of maintenance.
  • Collaborate with product owners business analysts and delivery teams to refine user stories and ensure technical feasibility and value driven outcomes for every feature.
  • Define integration patterns between Salesforce and external applications using best practice approaches that ensure reliable data flow consistent experiences and robust error handling.
  • Review configurations and customizations implemented by development teams to ensure adherence to architecture standards coding guidelines and performance expectations.
  • Optimize Salesforce Agentforce features such as routing console layouts and agent workflows to reduce handling time and improve operational metrics for service teams.
  • Guide the selection and usage of Salesforce automation capabilities including flows assignment rules and macros to reduce manual effort and enhance quality.
  • Monitor system performance identify bottlenecks and propose improvements that enhance stability response time and user experience without adding unnecessary complexity.
  • Document architecture decisions solution designs and configuration patterns in a clear structured manner to support future maintenance reuse and audit readiness.
  • Partner with security and compliance stakeholders to ensure that all Salesforce implementations follow organizational policies regulatory requirements and data protection standards.
  • Coordinate with testing teams to define test strategies coverage and scenarios that validate functional behavior integration reliability and performance of Salesforce solutions.
  • Provide technical mentorship to peers and junior architects by sharing best practices reusable patterns and practical guidance that elevate overall team capability.
  • Engage with business partners to evaluate new Salesforce Agentforce features and app exchange offerings to continuously improve service capabilities and innovation potential.
  • Participate in production support reviews by analyzing incidents and proposing sustainable design changes that reduce recurrence and enhance platform robustness.
  • Drive continuous improvement by capturing lessons learned from projects and refining architecture blueprints and reference models for future Salesforce initiatives.
  • Align solution roadmaps with broader digital transformation objectives so that Salesforce investments deliver measurable benefits to customers and society through better service outcomes.


Qualifications

  • Require a minimum of ten years of overall IT experience with at least eight years focused on Salesforce implementations across service and customer engagement domains.
  • Require proven hands on experience in Salesforce Service Cloud and Agentforce including configuration of consoles omni channel routing and case management capabilities.
  • Require strong knowledge of Salesforce data modeling sharing models security configuration and performance tuning tailored for high volume service operations.
  • Require practical experience designing integrations using tools such as middleware platforms rest based interfaces and event driven patterns in enterprise environments.
  • Require demonstrated ability to work in hybrid teams manage multiple stakeholders and communicate complex technical concepts in clear business friendly language.
  • Nice to have experience with additional Salesforce clouds such as experience cloud and field service that complement Agentforce centric solutions.
  • Nice to have exposure to agile delivery practices with participation in sprint planning backlog refinement and continuous delivery pipelines for Salesforce programs.
  • Nice to have familiarity with industry specific service processes in sectors such as financial services retail or telecom to better adapt Salesforce solutions to domain needs.
  • Nice to have background in user experience design principles as applied to Salesforce consoles to create intuitive and productive workspaces for service agents.


Certifications Required

Salesforce Certified Service Cloud Consultant or Salesforce Certified Application Architect preferred.

Things to know before you apply

  • Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
  • Accommodations: If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
  • AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
  • Open position: Unless otherwise stated, this job posting is for an open position on our team.
  • Language proficiency: We ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
  • Inclusion: Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

About Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include financial education, a pension plan with matching contributions, etc.

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Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

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Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

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Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

CAN Brigitte
Cognizant is great for those wanting to make the world a better place, as we create solutions with top technology partners to address complex problems for our clients.
Brigitte Roy Director of Strategy Alliances
CAN Rahul
I’m supported by motivational leaders who empower me to grow in my career through learning programs, industry conferences and internal job moves. I’m proud of the career progression I’m making here.
Rahul Sathe Principal Product Architect – Insurance
Can Amita
The moment I joined Cognizant, I felt like I belonged. I was heard and empowered to challenge ideas—and I still am to this day.
Dr. Amita Oppal Gill Service Line Sales Manager
1 (2)
Cognizant has one of the best learning ecosystems you can ask for. From sponsored certifications to training platforms to mentorship, we have all that we need to grow.
Debashish Mishra SAP MM Developer

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