Job Description

Salesforce Developer – Conversational Agentic ITSM Platform

Experience: 3–5 Years

Location: Kochi / Bangalore / Hyderabad (Hybrid)

Job Type: Full-Time

About the Role

We are looking for a highly motivated Salesforce Developer with 3 to 5 years of experience across Sales Cloud, Service Cloud, and Experience Cloud who is passionate about building the next generation of AI-powered Conversational Agentic ITSM solutions on Salesforce.

This role provides an opportunity to work at the intersection of Salesforce, Agentforce, AI, Enterprise Service Management, and MuleSoft integrations, helping build an intelligent platform that transforms how employees and customers interact with enterprise services. You will be part of a team developing conversational, autonomous, and workflow-driven experiences that leverage Agentforce and enterprise integrations to automate service delivery and enhance user experience.

Candidates who enjoy solving complex business challenges, experimenting with new technologies, and building innovative AI-driven platforms are encouraged to apply.

Key Responsibilities

• Design, develop, and enhance Salesforce solutions supporting a modern Conversational Agentic ITSM Platform.
• Develop intelligent service experiences using Salesforce Agentforce, including agents, actions, topics, workflows, prompts, and conversational journeys.
• Build and optimize AI-powered workflows that automate incident resolution, service requests, case management, knowledge retrieval, and employee support processes.
• Develop custom applications and components using Apex, Lightning Web Components (LWC), Flows, Platform Events, and Salesforce APIs.
• Integrate Salesforce with enterprise platforms including ITSM, HR, monitoring, collaboration, and knowledge management systems.
• Design and implement scalable integrations using MuleSoft Anypoint Platform and API-led connectivity principles.
• Build reusable APIs and real-time integration frameworks to support seamless data exchange across enterprise applications.
• Collaborate with architects, product owners, business stakeholders, and AI teams to deliver innovative Agentforce-driven solutions.
• Contribute to the design and implementation of conversational and autonomous service experiences that improve productivity and reduce manual effort.
• Ensure adherence to Salesforce development standards, security best practices, integration governance, and DevOps methodologies.
• Participate in solution design reviews, testing, deployment, performance optimization, and production support.

Required Qualifications

Must Have

• 3 to 5 years of hands-on Salesforce development experience.
• Strong experience working with:
• Sales Cloud
• Service Cloud
• Experience Cloud
• Proficiency in:
• Apex
• Lightning Web Components (LWC)
• Salesforce Flows
• SOQL/SOSL
• REST/SOAP APIs
• Platform Events
• Experience designing and implementing Salesforce integrations.
• Good understanding of Salesforce data model, security architecture, and sharing mechanisms.
• Experience working in Agile delivery environments.
• Strong analytical, problem-solving, and communication skills.

Preferred

• Experience working on IT Service Management (ITSM) or Enterprise Service Management initiatives.
• Exposure to AI-driven service automation and conversational platforms.
• Experience with MuleSoft Anypoint Platform, API design, and enterprise integration patterns.
• Salesforce Platform Developer I certification or equivalent.

Added Advantage

• Hands-on experience with Salesforce Agentforce.
• Experience building conversational AI solutions, virtual agents, copilots, or agentic workflows.
• Exposure to Generative AI, prompt engineering, RAG architectures, or enterprise AI implementations on Salesforce.

What We Are Looking For

We are seeking individuals who:

• Are excited about the future of Agentic AI and Conversational ITSM.
• Enjoy building innovative solutions beyond traditional CRM implementations.
• Thrive in challenging environments and embrace emerging technologies.
• Have a strong integration mindset and understand how enterprise systems work together.
• Are passionate about creating intelligent, autonomous, and scalable digital service experiences.

Why Join Us?

• Be part of a strategic initiative focused on building a Salesforce-powered Conversational Agentic ITSM Platform.
• Work with cutting-edge technologies including Agentforce, AI, MuleSoft, Service Cloud, and Experience Cloud.
• Shape the future of enterprise service delivery through intelligent automation and conversational experiences.
• Collaborate with high-performing teams driving digital transformation across the organization.
• Enjoy a flexible hybrid work model from Kochi, Bangalore, or Hyderabad.

If you are a Salesforce Developer who wants to move beyond traditional CRM development and help build an AI-first Conversational Agentic ITSM platform powered by Salesforce, Agentforce, and MuleSoft, we would love to hear from you.