Principal Salesforce Agentforce Architect

Role Overview
Infosys is seeking a highly experienced Salesforce Technical Architect with deep expertise in Agentforce (Service Cloud & Agent Workspace) to lead the design and implementation of scalable customer service solutions. In this role you will be architecting end-to-end experiences across channels using Salesforce's service capabilities, ensuring technical excellence and alignment with business goals.

Key Responsibilities :
• Lead the architecture, design, and delivery of Salesforce Agentforce solutions including Service Cloud, Omni-Channel, Voice, Live Agent, and Einstein AI features.
• Translate complex business requirements into scalable, secure, and maintainable technical solutions.
• Provide thought leadership and best practices in architecting solutions with Agent Console, Knowledge Base, and Case Management.
• Design integrations between Salesforce and external systems (CTI, chatbots, third-party knowledge bases, etc.).
• Guide and mentor Salesforce developers, admins, and business analysts. • Define and enforce Salesforce coding and configuration standards.
• Conduct architecture reviews and ensure alignment with enterprise architecture.
• Support pre-sales and proposal efforts with solution design and technical estimations.
• Collaborate with stakeholders to ensure roadmap alignment and value realization.

Required Skills
• 8+ years of Salesforce experience, with at least 3+ years as a Technical Architect.
• Proven experience with Service Cloud and Agentforce / Agent Workspace.
• Deep understanding of Omni-Channel routing, Einstein Bots, Voice, and Live Chat.
• Experience in Case Lifecycle Management, Macros, Quick Text, and productivity tools.
• Strong knowledge of Salesforce APIs, Apex, Lightning Web Components (LWC).
• Familiarity with Salesforce Data Model, Security, and Sharing rules.
• Excellent communication, presentation, and stakeholder management skills.
• Salesforce Application Architect or System Architect certification required; CTA is a strong plus.

Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role at this time

Preferred Qualifications
• Experience with Salesforce Knowledge, Next Best Action, and Einstein Case Classification.
• Background in Contact Center Technology (CTI) and voice platform integrations.
• Agile project experience and familiarity with DevOps tools like Copado or Gearset.
• Experience working in regulated environments (e.g., healthcare, financial services) is a plus.
• Salesforce Certified Service Cloud Consultant
• Salesforce Certified Application Architect / System Architect
• Salesforce Certified Technical Architect (CTA)
• Salesforce Certified Omni Studio Developer / Consultant

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise and ideas from our innovation ecosystem.

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.