Salesforce Service Cloud & Agentforce Technical Lead

If you need support in completing the application or if you require a different format of this document, please get in touch with at UKI.recruitment@tcs.com or call TCS London Office number 02031552100 with the subject line: “Application Support Request”.

Role: Salesforce Service Cloud & Agentforce Technical Lead

Job Type: Permanent

Work Mode: Work from office

Location: Leeds, United Kingdom

Number of hours: 40 hours per week – full time

Ready to utilize your experience and expertise in Salesforce Service Cloud?

We have an exciting role for you - Salesforce Service Cloud & Agentforce Technical Lead!

Careers at TCS: It means more

TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.

The Role

We are looking for an experienced Salesforce Service Cloud & Agentforce Technical Lead to lead hands-on design, build, testing and deployment across Service Cloud and Agentforce delivery workstreams. The role converts solution architecture into practical technical designs, guides developers, builds key components and ensures high-quality engineering delivery using Azure DevOps, Trunk-Based Development, CI/CD automation and disciplined release governance.

Your responsibilities

Lead hands-on implementation of Salesforce Service Cloud and Agentforce capabilities across design, build, test and deployment phases.

• Translate solution architecture, backlog items and user stories into detailed technical designs and delivery tasks.

• Develop and review Apex, Lightning Web Components, Flows, integration services, reusable technical assets and Service Cloud configurations.

• Configure and validate Agentforce agents, topics, actions, prompts, service workflows, AI-assisted responses and escalation paths.

• Own technical delivery of sprint commitments while enforcing Salesforce engineering standards and best practices.

• Manage Azure DevOps Boards, Repos and Pipelines for work item tracking, source control, build validation and deployments.

• Implement and enforce Trunk-Based Development practices including branch discipline, pull requests, peer reviews and merge governance.

• Drive CI/CD automation using Salesforce DX, Azure DevOps and relevant deployment tooling such as Copado or Gearset.

• Lead code reviews, configuration reviews, automated test validation, defect triage and release readiness checks.

• Coordinate deployment planning, environment readiness, release notes, production cutover and post-deployment support.

• Coach developers on Service Cloud, Agentforce, DevOps automation, secure coding, maintainable design and reusable delivery patterns.

Your Profile

Essential skills/knowledge/experience:

• Expertise in Apex, Lightning Web Components, Flows, SOQL, Salesforce APIs, platform events and integration patterns.

• Strong Service Cloud capabilities including Case Management, Omni-Channel, Knowledge, Entitlements and Digital Engagement.

• Strong Agentforce implementation skills including agent setup, actions, topics, prompt configuration, service workflow testing and human hand-off patterns.

• Strong Azure DevOps expertise covering Boards, Repos, Pipelines and Release Management.

• Trunk-Based Development and CI/CD automation using Salesforce DX, Git, Azure DevOps, Copado, Gearset or equivalent tools.

• Strong understanding of automated testing, code quality, release governance, environment alignment and deployment controls.

• Excellent debugging, stakeholder communication, Agile delivery and distributed team leadership skills.

• Desirable: Salesforce Application Architect, Platform Developer II, Service Cloud Consultant or AI Specialist certification; MuleSoft, Data Cloud or Service Cloud Voice exposure.

Desirable skills/knowledge/experience:

• Strong Salesforce delivery experience with hands-on development and technical leadership

• Substantial hands-on Salesforce Service Cloud implementation experience.

• Proven experience implementing Trunk-Based Development in Agile Salesforce delivery environments.

• Hands-on experience building and supporting CI/CD pipelines using Salesforce DX, Git, Azure DevOps, Copado or Gearset.

• Experience in retail or high-volume customer service operations is desirable.

Rewards & Benefits

TCS is consistently voted as a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop, phone, access to extensive training resources and discounts within the larger Tata network.

We offer health & wellness initiatives and sports events; we are the proud sponsors of the London Marathon.

Diversity, Inclusion and Wellbeing

Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the UK Equality Act 2010 and the UK Human Rights Act 1998.

We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.

As a Disability Confident Employer, we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role. Please email us at UKI.recruitment@tcs.com if you would like to opt in.

If you are an applicant who needs any adjustments to the application process or interview, please contact us at UKI.recruitment@tcs.com with the subject line: “Adjustment Request” or call TCS London Office 02031552100 / +44 204 520 2575 to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.

Next Steps:

Application Process

1. Online application: You can apply directly through LinkedIn/ by uploading your CV. In case you wish to submit your application via another format like audio/video, please, contact - UKI.recruitment@tcs.com
2. Skill-Based discussion: This will be a level 1 interview with the project team, it can be via video or in-person. Details will be confirmed by your recruiter.
3. Managerial discussion: This discussion will focus on behavioural aspects and person-organisation fit.
4. HR Discussion: This will be with one of the members of the HR team and will cover your career journey, aspirations for growth, compensation and any other questions you may have.

Beware of Fraudulent offers

This is to notify you that TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends out job offers from free internet email services like Gmail, Yahoo Mail, and so on. TCS has not authorised any third-party company to collect money on their behalf. As a vigilant job seeker, beware of fraudulent recruitment activity and protect your interests! You can write to UKI.recruitment@tcs.com to report any fraudulent activity.

Due to the high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.

Join us and do more of what matters. Apply online now.