Call Center Salesforce Agentforce Implementation Engineer

About the role

We are seeking a highly skilled Salesforce Agentforce Implementation Engineer to lead the deployment of next-generation AI agents within complex, high-volume contact center environments. Operating within a CMMI Level III and ISO-certified framework, you will architect and deploy autonomous AI solutions that seamlessly integrate with our existing omnichannel platforms, including Genesys Cloud and ServiceNow.

Responsibilities

• Design, build, and deploy custom Agentforce AI agents using Salesforce Data Cloud, Prompt Builder, and Copilot to automate complex Tier 1 and Tier 2 inquiries, reducing average handle times and improving first-contact resolution.
• Architect robust data flows and API integrations between Salesforce Agentforce, CCaaS platforms (such as Genesys Cloud), and ITSM systems (such as ServiceNow) to establish a unified, 360-degree view of the customer journey.
• Ensure all AI implementations and data models adhere strictly to government policies, data privacy regulations, and Zero Trust Architecture principles, supporting ongoing organizational compliance objectives, including alignment with CMMC Level 2 standards.
• Participate in agile sprints and DevSecOps pipelines to drive continuous delivery, authoring clear technical narratives, process flows, and architectural documentation for system migrations.
• Monitor agent performance, refine AI reasoning triggers, and adjust guardrails to ensure responses are accurate, empathetic, and perfectly aligned with operational scripts and policies.
• Translate complex business rules and regulatory requirements into autonomous AI guardrails and instructions, demonstrating exceptional problem-solving skills.

Requirements

• Minimum requirements: Bachelor's degree in Business Administration, Management, IT, or related field preferred; 5+ years of dedicated Salesforce architecture and development experience, with hands-on expertise in implementing Salesforce AI products (Einstein AI, Data Cloud, Prompt Builder) and specifically the Agentforce platform.
• Certifications (preferred): Salesforce AI Specialist, Salesforce Platform Developer I/II, and/or Data Cloud Consultant.
• Technical Proficiency: Deep understanding of Apex, Lightning Web Components (LWC), REST/SOAP APIs, and multi-channel system architecture.
• Industry Knowledge: Proven background in modernizing enterprise or federal government contact centers, with familiarity navigating strict compliance environments (e.g., FedRAMP High-aligned architecture).