Agentforce Architect

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.

À savoir avant de postuler

• Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
• Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
• L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
• Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
• Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
• Inclusion: Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.

À propos de Cognizant
Cognizant (NASDAQ: CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif: améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus: cognizant.ai ou @cognizant.