Salesforce Agentforce Specialist

Req ID: 378888 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Salesforce Agentforce Specialist to join our team in Washington (REMOTE), District of Columbia (US-DC), United States (US). Job Summary: The Salesforce Agentforce Specialist supports a government‑contracted 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 AI‑driven support features. The Specialist works closely with operations, IT, and program leadership to improve automation, reporting, and overall service quality. Job Duties: Configure and maintain Agentforce features including case management, workflows, routing, and automations. Support AI‑enabled 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 knowledge‑base 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 subject‑matter expert for Agentforce and support cross‑functional coordination. Basic Qualifications: Bachelor's degree Minimum 5 years of experience supporting Salesforce roles/responsibilities Minimum 1 year of experience supporting Salesforce Service Cloud or Agentforce administration. Ability to obtain/maintain a Public Trust clearance Preferred Qualifications: Active Salesforce Agentforce certification. Additional Salesforce certifications (Administrator, Service Cloud Consultant, AI Associate, etc.). Experience with omnichannel routing or digital engagement tools. Familiarity with API integrations or third‑party service platforms. Background in customer support, operations, or process improvement. Strong understanding of case management, customer service workflows, and contact center operations. Experience with Salesforce Flow, automation tools, and AI‑driven service features. Strong communication and documentation skills. NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $75,168 - $140,000. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. If the position offered in temporary, the position will not be eligible for incentive compensation. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits. About NTT DATA NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us . NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .