About this role
About Infosys : Infosys is a global leader in next-generation digital services and consulting. We enable clients in 56 +countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem. Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next. Infosys has been recognized as a Top Employer across APAC — contributing to our sixth consecutive year of global certification. As an AI‑first organization, we empower our people to work on next‑generation technologies, continuously learn, and create impact at scale—supported by a culture rooted in care, inclusion, and excellence. ▶️Join Infosys and be part of a culture that’s not just promised—it’s certified. #TopEmployer2026 #ThriveAtInfosys Location: Tokyo Based on your role, please note that this position may require on-site presence at Infosys premises and/or client locations. Work location and on-site expectations will depend on project scope, phase, and business needs at the time of allocation, with flexibility governed by business and client requirements Role: Consultant – Salesforce Agent force Consultant About Your Team You will work within the Infosys Salesforce and Digital Experience Practice , focused on service transformation, AI‑enabled automation, and contact center modernization using Salesforce platforms. Your Role As a Salesforce Agentforce Consultant , you will design and implement AI‑powered service solutions leveraging Salesforce Agentforce, Service Cloud, and Einstein AI. You will help enterprises enhance agent productivity and customer experience through intelligent automation and responsible AI. Your Key Responsibilities Design and configure Salesforce Agentforce and Service Cloud solutions for service and contact center use cases Collaborate with client stakeholders to define agent workflows, automation, and AI‑driven enhancements Configure Service Cloud capabilities such as: Case Management Omni‑Channel Knowledge Salesforce Flows Implement and optimize AI‑assisted agent features including: Case and conversation summarization Recommended responses Productivity enhancements Work closely with Infosys architects, developers, and integration teams to ensure scalable and secure solutions Support testing, deployment, and post go‑live hyper‑care activities Maintain configuration documentation and ensure compliance with responsible AI and data governance standards Contribute to reusable assets, accelerators, and best practices within the Infosys Salesforce Practice Required Qualifications 5+ years of experience in Salesforce Service Cloud implementations Hands‑on experience or strong exposure to Salesforce Agentforce / Einstein AI Strong understanding of contact center operations and customer service workflows Experience delivering solutions in Agile or SAFe environments Strong communication skills to articulate AI and automation concepts to business users Bilingual - English and Japanese Preferred Qualifications Salesforce Service Cloud Consultant certification Experience with chatbots, virtual agents, or conversational AI platforms Exposure to Salesforce Data Cloud integrations In addition to compensation aligned with your role, you’ll have access to a wide range of benefits that support your health, career growth, and overall well-being (JAPAN) Term Life Insurance Referral Bonus Programs Year‑End Tax Support Paid annual leave and bereavement Leave and Statutory Holidays Short Working Hours for employees with caregiving responsibilities. Statutory Social Insurance: Welfare Pension, Unemployment Insurance, Health Insurance, Nursing Care Insurance and Worker’s Compensation Insurance Health & Wellbeing support: Annual Health Checks with partial cost reimbursement, Stress Checks & Industrial Physician support Employee Engagement and Wellbeing: Employee Events, Wellbeing Programs, Reward & Recognition Workplace Amenities: On‑site amenities include complimentary beverages. Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step. Here from our recruiter on their experience working with Infosys as an Employer At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email [email protected] or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch. Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department. “All aspects of employment at Infosys are based on merit, competence and performance. We are com