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:

•  Design end-to-end AI agent experiences using Salesforce Agentforce, ensuring intuitive, efficient, and human-centered interactions. 

• Demonstrate strong communication and stakeholder engagement skills to understand business goals and translate them into Agentforce-supported service and sales journeys.

• Facilitate journey-mapping workshops to uncover system gaps, identify optimisation opportunities, and define business processes suited for Agentforce automation.

• Translate complex workflows into clear visual process maps using Visio, Lucidchart, Miro, or similar tools.

• 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.

• 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.

• Create personas, style guides, and tone frameworks to facilitate a consistent agent solutioning across channels. 

• Capture and document functional requirements, user stories, and acceptance criteria using Jira, Confluence, and other project tools.

• Produce high-quality design artefacts—including HLD/HLB documentation that meet organisational delivery standards.

• Ensure solutions meet security, compliance, and data-access requirements through robust discovery, configuration, and testing.

• 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.

• 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

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement for Australia:

At Accenture, our intention is to foster a culture and a workplace in which all of our people feel a sense of belonging and are respected and empowered to do their best work. 

As part of our talent strategy, we hire and develop people who have different backgrounds, different perspectives and different lived experiences. These differences ensure that we have and attract the cognitive diversity to deliver a variety of perspectives, observations and insights which are essential to drive the innovation needed to reinvent, and we hold our leaders accountable for ensuring we have the most innovative and talented people in our industry.

 
We encourage applications from all people, and we are committed to removing barriers to the recruitment process and employee lifecycle. All employment decisions shall be made without regard to age, disability status, ethnicity, gender, gender identity or expression, religion or sexual orientation and we do not tolerate discrimination. If you require adjustments to the recruitment process or have a preferred communication method, please email [email protected] and cite the relevant Job Number, or contact us on +61 2 9005 5000.

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