Senior Software Engineer – Salesforce Agentforce

About Williams-Sonoma, Inc.

Founded in 1956 and headquartered in San Francisco, California, Williams-Sonoma, Inc. is a Fortune 500, digital first, multi-channel specialty retailer. Our company vision is to own the home, and the places where our customers work, stay, and play. We bring the latest home furnishing trends to life for customers through the individual lenses of our ten distinct brands, each serving different life stages and rooms of the home and beyond. Our brands include Williams Sonoma, Williams Sonoma Home, Pottery Barn, Pottery Barn Kids, Pottery Barn Teen, West Elm, Rejuvenation, Mark & Graham, GreenRow, and Dormify. We are committed to sustainability, continuously working to protect our planet, while building an open and collaborative culture across our organization.

With more than 500 retail stores globally and multiple international franchise operations, technology is a core driver of our business strategy. We build and operate in-house platforms powering e-commerce, supply chain, merchandising, analytics, and customer experience ecosystems worldwide.

Engineers at the Williams-Sonoma India Technology Center build and scale digital commerce platforms that power these global brands, serving millions of customers worldwide.

Role Overview

We are looking for a talented and experienced Senior Software Engineer to join our Salesforce Agentforce engineering team at Williams-Sonoma, Inc.

• Department: Technology - Agentforce / Supply Chain
• Location: Pune / Hyderabad, India
• Experience: 5-8 Years
• Employment Type: Full-Time

The ideal candidate will have strong hands-on experience in Salesforce application development, particularly Apex, Lightning Web Components (LWC), Salesforce Flows, and enterprise integrations.

The role involves designing, developing, and enhancing Salesforce-based solutions, including AI-powered customer service capabilities, case management workflows, conversational agents, and enterprise integrations.

The engineer will work closely with product managers, architects, and cross-functional engineering teams to build scalable, reliable, and intelligent solutions that improve customer experience and business operations.

Impact of the Role

• Independently develop and deliver Salesforce features and integrations.
• Contribute to Agentforce and AI-powered customer service initiatives.
• Build secure, scalable, and maintainable enterprise solutions.
• Take technical ownership of assigned components and features.
• Collaborate across engineering, QA, product, and architecture teams.
• Continuously improve engineering quality through automation and AI-assisted development.

Technology Platforms You Will Work On

• Salesforce, Salesforce Service Cloud, and Salesforce Agentforce
• Apex, Lightning Web Components (LWC), SOQL, and Salesforce Flows
• Salesforce Data Cloud, Salesforce Einstein AI, and Prompt Builder
• Salesforce Case Management and workflow automation
• REST APIs, JSON, OAuth 2.0, and enterprise integration mechanisms
• Asynchronous Apex, triggers, batch processing, and platform events
• Conversational AI, chatbots, generative AI, and AI agents
• Large language models (LLMs), prompt engineering, and retrieval-augmented generation (RAG)
• Voice platforms, contact center applications, and conversational AI solutions
• Order Management Systems (OMS), customer service applications, and backend microservices
• Java, Spring Boot, and microservices
• Event-driven architectures, messaging platforms, and asynchronous integrations
• Salesforce development tools, Git, CI/CD pipelines, debugging, and unit testing
• AI-assisted development tools such as GitHub Copilot, Claude, and Codex

Key Responsibilities

Salesforce Application Development

• Design, develop, and maintain Salesforce applications using Apex, Lightning Web Components (LWC), SOQL, and Salesforce Flows.
• Build and enhance Salesforce Service Cloud capabilities, including Case Management, workflow automation, and customer service processes.
• Develop reusable components, custom business logic, and integrations following Salesforce best practices.
• Optimize application performance, scalability, and maintainability.

Agentforce & AI-Powered Solutions

• Develop and enhance Salesforce Agentforce capabilities to support AI-powered customer interactions.
• Work on conversational AI solutions, including chatbots, order tracking, customer assistance, and knowledge-based responses.
• Configure and integrate Agentforce topics, actions, instructions, and business workflows.
• Collaborate with the team to improve agent accuracy, reliability, and customer experience.
• Explore opportunities to automate business processes using Agentforce and generative AI.

Enterprise Integration & API Development

• Design and develop integrations between Salesforce and enterprise applications using REST APIs and other integration mechanisms.
• Integrate Salesforce with Order Management Systems (OMS), customer service applications, and backend microservices.
• Implement secure API communication, authentication, error handling, and asynchronous processing.
• Collaborate with backend engineering teams to ensure reliable data exchange across enterprise systems.

Case Management & Customer Experience

• Develop and enhance Salesforce Case Management workflows, including case creation, routing, assignment, escalation, and resolution.
• Implement business rules, validations, approval workflows, and service automation.
• Support customer service use cases such as order status, delivery inquiries, and customer support requests.
• Work with product teams to translate business requirements into technical solutions.

Voice Integration & Data-Driven AI

• Contribute to integrating Agentforce with voice-based customer service and conversational AI platforms.
• Support the development of AI-powered interactions across chat and voice channels.
• Work with Salesforce Data Cloud and enterprise knowledge sources to improve contextual customer interactions.
• Participate in implementing retrieval-augmented generation (RAG) and knowledge-based AI capabilities.

Engineering Excellence & Ownership

• Take ownership of assigned features from technical design through development, testing, deployment, and production support.
• Participate in architecture discussions, code reviews, sprint planning, and technical design sessions.
• Develop unit tests and support automated testing to ensure software quality.
• Troubleshoot complex application issues and perform root-cause analysis.
• Follow CI/CD, secure coding, and engineering best practices.
• Leverage AI-assisted development tools to improve engineering productivity.
• Mentor junior engineers and contribute to team knowledge sharing.

Qualifications

Required Technical Skills

• 5-8 years of software development experience, with strong hands-on Salesforce development expertise.
• Strong proficiency in Apex, Lightning Web Components (LWC), SOQL, and Salesforce Flows.
• Experience with Salesforce Service Cloud, including Case Management and workflow automation.
• Strong understanding of Salesforce data models, security, permissions, and application architecture.
• Experience integrating Salesforce with external systems using REST APIs, JSON, and authentication mechanisms such as OAuth 2.0.
• Experience with asynchronous Apex, triggers, batch processing, and platform events.
• Good understanding of object-oriented programming, design patterns, and software engineering principles.
• Experience with Salesforce development tools, Git, CI/CD pipelines, debugging, and unit testing.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Experience working in Agile/Scrum development environments.

Preferred / Good-to-Have Skills

• Hands-on experience with Salesforce Agentforce, including agent configuration, topics, actions, and conversational workflows.
• Exposure to Salesforce Einstein AI, Prompt Builder, and generative AI capabilities.
• Experience with Salesforce Data Cloud, knowledge integration, or retrieval-augmented generation (RAG).
• Understanding of large language models (LLMs), prompt engineering, and AI agent concepts.
• Experience integrating Salesforce with voice platforms, contact center applications, or conversational AI solutions.
• Familiarity with Java, Spring Boot, microservices, and enterprise integration architectures.
• Experience with Order Management Systems (OMS), customer service platforms, or retail/e-commerce applications.
• Knowledge of event-driven architectures, messaging platforms, and asynchronous integrations.
• Experience with AI-assisted development tools such as GitHub Copilot, Claude, or Codex.
• Salesforce Platform Developer I/II, Salesforce Agentforce Specialist, or relevant Salesforce certifications.

Professional Skills

• Strong communication and collaboration skills.
• Ability to independently handle moderately complex technical assignments.
• Good understanding of business requirements and ability to translate them into technical solutions.
• Proactive approach to identifying technical risks and resolving issues.
• Willingness to learn emerging Salesforce and AI technologies.
• Strong ownership mindset with a focus on quality, reliability, and timely delivery.
• Ability to collaborate effectively with distributed onshore and offshore teams.

Educational Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 5-8 years of relevant software engineering experience.
• Strong practical experience delivering enterprise Salesforce applications.

Why Join Williams-Sonoma India Technology Center

• Our people first and performance driven culture means that we provide opportunities to grow and build a career and invest in the well-being of our associates, including comprehensive benefits to support you and your family.
• Scale and innovation of a Fortune 500 company combined with a high-ownership that empowers engineers to make real impact.
• Build and operate large-scale digital commerce platforms serving millions of customers worldwide, working on systems that run at global scale.
• Continuous learning environment with opportunities to work on cutting-edge technologies, AI-driven solutions, and large-scale engineering challenges.
• Hybrid work model designed for flexibility and collaboration, with two in-office days for team engagement.