Agentforce Service Designer
About Accenture
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other. We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work. At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™. Join Accenture to work at the heart of change. Visit us at www.accenture.com
About the Salesforce Business Group
Accenture's Salesforce Business Group is the part of Accenture Technology devoted to selling, delivering, and supporting Salesforce technology-based projects across Australia & New Zealand. Part of our global practice, our local and international ability is recognised unanimously as number 1 by Industry Analysts in their annual ratings on Salesforce consulting partners. We think we're unique among our peers with our ability to understand Salesforce, its ecosystem and the career goals of those working in the Ohana. We also bring our collective Accenture capability to our Salesforce work. We work with our industry, consulting, strategy, service design and digital consultants to transform our clients.
Job Summary:
We are seeking a talented Salesforce Agentforce Service Designer to design, architect, and optimise AI-powered agent experience using Salesforce Agentforce. This role combines user experience design, conversational design, AI workflow construction, and Salesforce platform expertise to build scalable, intelligent, and user-centric digital assistants for employees, customers, and partners.
Key Responsibilities:
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Design end-to-end AI agent experiences using Salesforce Agentforce, ensuring intuitive, efficient, and human-centered interactions.
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Demonstrate strong communication and stakeholder engagement skills to understand business goals and translate them into Agentforce-supported service and sales journeys.
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Facilitate journey-mapping workshops to uncover system gaps, identify optimisation opportunities, and define business processes suited for Agentforce automation.
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Translate complex workflows into clear visual process maps using Visio, Lucidchart, Miro, or similar tools.
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Work with product owners, Salesforce admins, developers, and AI engineers to design scalable, cost-efficient, end-to-end solutions leveraging Agentforce, Service Cloud, Experience Cloud, and other Salesforce products.
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Design effective prompts and apply the right prompting techniques based on the business use case, including conversational, role-based, creative, and chain-of-thought approaches, among others.
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Create personas, style guides, and tone frameworks to facilitate a consistent agent solutioning across channels.
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Capture and document functional requirements, user stories, and acceptance criteria using Jira, Confluence, and other project tools.
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Produce high-quality design artefacts—including HLD/HLB documentation that meet organisational delivery standards.
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Ensure solutions meet security, compliance, and data-access requirements through robust discovery, configuration, and testing.
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Serve as the Functional Lead during Testing/UAT, ensuring test coverage aligns to requirements, validating functional scenarios, and coordinating resolution of gaps or defects across teams.
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Ability to work through continuous feedback loops to fine-tune Agentforce behavior, proactively identifying data quality, access, and security issues that may impact agent performance
Required Qualifications
5+ years of experience with Salesforce (Service Cloud, Experience Cloud, Data Cloud, or Einstein products).
Ability to collaborate across technical and non-technical teams.
Use data to drive insights and value-added recommendations
Excellent communication, documentation, and problem-solving skills.
Strong UI/UX design, process optimisations and journey mapping skills.
Desired Qualifications
Demonstrated experience in conversational design, workflow design, or AI assistant development.
Knowledge of prompt engineering, LLM behavior, and AI interaction design.
Experience in Change Management and User Adoption is highly desirable.
Salesforce certifications such as:
Salesforce Agentforce
Salesforce Administrator
Service/Sales Cloud Consultant
Data Cloud Consultant
#LI-GM #LI_GM
Melbourne
Brisbane
Canberra
Sydney
Equal Employment Opportunity Statement for Australia and New Zealand
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We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.