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.

Compensation and Benefits

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.

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.

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.

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.