Manish Yadav

About Manish Yadav

Manish is an accomplished Salesforce Agentforce Architect and Solution Leader with over 15 years of IT industry experience, bringing a strong blend of technical depth, business acumen, and cross-industry exposure. He holds an MBA in Marketing & Systems from Xavier Institute of Management, Bhubaneswar (XIMB) and a B.Tech in Electronics & Communication from Motilal Nehru National Institute of Technology (MNNIT), Allahabad. With a proven track record across 15+ Salesforce projects, he brings deep cross-cloud expertise spanning industries such as Agribusiness, Retail, Consumer Goods, and Telecommunications. His experience spans the entire project lifecycle; from business analysis and stakeholder engagement to Agentforce solution architecture, delivery, and team leadership.Currently, Manish serves as an Agentforce Architect, leading the design and implementation of AI-powered, agentic solutions across Agentforce Voice AI, Agentforce Sales, and Agentforce Service. He acts as a trusted advisor and a critical bridge between business and technology teams, ensuring alignment, scalable architecture, and measurable value realization. His portfolio also includes implementations across Salesforce Retail Cloud (formerly PredictSpring) and CRM Analytics, along with hands-on experience in enterprise integrations, custom development, and AI-driven insights to optimize business outcomes.As a Salesforce-certified expert with 25+ credentials, Manish actively contributes to practice-building initiatives within his organization by creating enablement assets, mentoring teams, and driving innovation through emerging Salesforce Data, AI, and Agentforce capabilities. Outside work, he enjoys following chess and cricket, solving Rubik’s cubes, and exploring numbers, statistics, and puzzles. He is always curious, always learning, and always ready for the next challenge.

Experience

1. Salesforce Technical Manager (Agentforce Architect)

   Accenture

   Mar 2021 — Present · Pune, IN

   Agentforce Voice Agent – Subject Matter Expert (SME)• Served as Agentforce Voice Agent SME, owning end-to-end design, implementation, and production readiness of AI-driven voice experiences on Agentforce.• Designed and implemented a voice-first conversational agent integrated with Salesforce Service Cloud, enabling automated case creation, classification, routing, and escalation.• Architected seamless telephony integration with Amazon Connect, including number provisioning, call flow orchestration, Omni-Channel routing, and agent handoff.• Defined conversational flows, topics, actions, and reasoning strategies to ensure natural, context-aware voice interactions with high intent recognition accuracy.• Implemented fallback and human-in-the-loop mechanisms, ensuring graceful escalation to live agents with full conversation context during low-confidence or complex scenarios.• Established guardrails and governance standards for voice agents, covering data access controls, sensitive information handling, error recovery, and responsible AI practices.• Partnered with business stakeholders, architects, and Salesforce FDEs to address platform limitations, product issues, and design trade-offs.• Acted as a trusted advisor, guiding clients on when to automate vs. when to escalate, balancing speed, accuracy, and customer experience-Salesforce Data & AI Innovation Community of Practice (CoP) Experience• Active core contributor to the Salesforce Data & AI CoP, driving internal adoption and best practices across Salesforce Data Cloud, Einstein, and Agentforce capabilities.• Contributed to guardrails and governance guidelines for responsible AI adoption, covering hallucination control, data access boundaries, fallback strategies, and human-in-the-loop design.

Education

• Motilal Nehru National Institute Of Technology

  Bachelor of Technology (B.Tech.)

  2005 — 2009

• Motilal Nehru National Institute Of Technology

  Bachelor of Technology - BTech

  2005 — 2009

• Xavier Institute of Management

  PGDBM

  2013 — 2015

Skills

• Microsoft Excel
• Powerpoint
• Microsoft Office
• Customer Service
• Matlab
• Java
• C++
• Oracle
• C
• Microsoft Word
• Electronics
• Teamwork