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#BuckeyeDreamin
Siva Pavan Kumar Pamidi
Senior Member of Technical Staff/Technical Leader
Salesforce
Salesforce Technical Engineering Leader & Architect/SME with 14+ years across consulting and product organizations. Experienced in enterprise CRM architecture, M&A Orgs consolidations/deprecation Programs, AI-powered Agentforce solutions, global support operations, CI/CD Pipelines, and integrations in various domains (GTM,M &A,Big4,Healthcare, Oil &Gas..etc). Deliver scalable, secure solutions while aligning engineering execution with product roadmaps.
Data & AI
July 29, 2026 - Practitioner Day
4:15 PM - 5:00 PM
Crewcat Room
Agentforce for Voice Call Omni-Channel Routing
This initiative leverages Agentforce within Salesforce Omni-Channel to optimize voice call routing, improve agent utilization, and enhance overall customer experience. By integrating Agentforce capabilities into Omni routing logic, inbound voice interactions are intelligently distributed based on real-time agent availability, presence status, skill sets, and capacity thresholds.
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