Technology Integration Group · 1 day ago
Salesforce Agentforce Specialist (Contact Center - Federal Contract)
Washington, DC
Full-time, Contract
Onsite
Mid LevelSystems Integration, Inc. is a leading provider of customer experience and managed IT solutions. They are seeking a Salesforce Agentforce Specialist to support a government-contracted contact center by configuring, maintaining, and optimizing Salesforce Agentforce tools used by customer service staff.
ConsultingInformation ServicesInformation Technology
Responsibilities
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
Qualification
Required
Active Salesforce Agentforce certification
Hands‑on experience with Salesforce Service Cloud or Agentforce administration
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
Preferred
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
Bachelor's degree in Information Systems, Business Administration, Computer Science, or a related field
Company
Technology Integration Group
TIG is a single source IT solutions provider for businesses and organizations of all sizes.
Founded in 1981
201-500 employees
H1B Sponsorship
Technology Integration Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2022 (1)
Funding
Current Stage
Growth StageTotal Funding
unknown2022-05-19Acquired
Leadership Team
Bruce Geier
President/CEO
Company data provided by crunchbase