Job Title -   GN - SONG - C&S – Salesforce Agentforce - Manager

Management Level: 7/ Manager

Location: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai

Must have skills: Salesforce Sales Cloud, Agentforce

Good to have skills: Salesforce Service Cloud

Job Summary:
You will partner closely with clients as a consulting professional who designs, builds, and implements Salesforce-led digital transformation initiatives spanning Sales Cloud, Service Cloud, and increasingly Agentforce-powered capabilities to measurably enhance business performance.

Areas of Work: Salesforce Business Architect / Lead Functional Consultant across Sales Cloud, Service Cloud, and Agentforce.

Roles & Responsibilities: As part of these, you will drive the following: -

• Requirements Gathering & Discovery: Plan and facilitate discovery workshops,  and requirements gathering sessions to understand business objectives, pain points, and process gaps. Elicit, document, and validate business requirements, translating them into structured artefacts such as Business Requirements Documents (BRDs), process maps, and user stories. Identify opportunities where Salesforce including AI-powered capabilities like Agentforce can drive measurable outcomes.
• Process Mapping: Create detailed process maps for current and future states, identify bottlenecks, and produce clear supporting documentation including use cases, user stories, and acceptance criteria.
• Solution Design & Functional Design: Lead solution design sessions to define the end-to-end Salesforce architecture and functional approach across Sales Cloud, Service Cloud, and where relevant, Agentforce. Produce Functional Design Documents (FDDs) and Solution Design Documents (SDDs) that translate business requirements into platform-specific configurations, customisations, and integrations serving as the functional blueprint for the development team.
• Process Optimization: Redesign customer sales processes to maximize efficiency, leveraging the full Salesforce platform including automation tools and Agentforce where appropriate.

• Delivery Leadership: Lead project delivery workstreams across all phases from discovery through go-live running design sessions, backlog grooming, sprint reviews, and functional testing with regular stakeholder demos.
• Provide best practices direction and implement approach based on Salesforce platform standards.
• Develop knowledge of prevailing trends, financials, and operating drivers across multiple industry segments.
• Pre-Sales: Lead RFP responses, POC builds, client presentations, effort estimation, and oral pitches with the ability to articulate business value clearly to both technical and business audience
• Practice Development: Build reusable assets, points of view, and accelerators around Salesforce-enabled Sales and Service lifecycles; contribute to growing the Salesforce practice including emerging Agentforce capabilities.

Professional & Technical Skills:

• Leverage expertise in designing key tools: Apply 7-8 years of deep salesforce expertise across Salesforce Sales Cloud, Service Cloud, Reports & Dashboards, and Agentforce capabilities.
• Proven experience facilitating discovery workshops, producing BRDs, FDDs, and SDDs, and driving solution design through to delivery.
• Enable Salesforce platform solution: Apply this to facilitate solution build on Salesforce ecosystem (Sales Cloud, Service Cloud, Agentforce, etc.).
• Apply key business Analysis skills: Focus on process analysis and designing/redesigning Customer Sales processes with the purpose of resolving process bottlenecks and pain areas.
• Hands-on with Salesforce Sales Cloud and Agentforce – Service Cloud, CRM Analytics, Data Cloud knowledge Good to Have.
• Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements.
• Ability to work in high-paced and complex projects and understand industry-specific customer service processes, customer engagement operations, sales operations and functional needs.
• Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project.
• Project management experience, including the ability to manage multiple projects simultaneously. Familiarity with project management methodologies (e.g., Agile, Waterfall).
• Ability to articulate the business value of recommendations/plans/strategies.
• Excellent analytical and problem-solving skills.
• Thorough understanding of Salesforce Platform architecture, security model, data model, and integration with internal and external components. Technical implementation experience not mandatory but good to have.
• Maximize deep skills to manage stakeholder expectations: Engage in resolving issues and risks for the success of the project and Salesforce platform integration ecosystem.
• Deep dive with Salesforce certifications: Certification in one or more focused solution areas such as Salesforce Administrator, Salesforce Certified Agentforce Sales Consultant, Salesforce Certified Agentforce Service Consultant, Business Analyst, or Salesforce Agentforce Specialist.

Additional Information:
Your experience counts!

• Minimum 10 years of experience working on Salesforce CRM platform / Digital transformation / Experience design / Business analysis including understanding of Customer Sales as a function.

• Must have Salesforce Administrator or Salesforce Certified Agentforce Sales Consultant

• Must have worked on Proposals and contributed to business development work and must have experience in Sales Pitches and presales activities.

• Good to have managed small teams and support the growth of new offering and capability.

• Must have worked as Product Owner in implementation projects for Salesforce Sales Cloud and Service Cloud transformational projects.

• Must have worked in implementation of Lead Management, Opportunity Management, Forecasting, Quote-to-Cash, etc. in Salesforce Sales Cloud Platform

• Must have experience in defining user stories, refining them in Jira/Dev Ops to make them ready for development team.

• Strong oral and written communication skills, including presentation skills.

• Has an inquisitive nature with a strong desire to learn.

• At least delivered 6 to 7 CRM transformation programs both in onsite and offsite client-facing roles

• Good to have experience in North America/Canadian/European projects.

 

About Accenture:

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at
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About Accenture Strategy & Consulting:

Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers, and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Global Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Global Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit https://www.accenture.com/us-en/Careers/capability-network

 

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Experience: Minimum 10+ years of experience is required

Educational Qualification: MBA/PGDM from a tier 1 or 2

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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