AI Software Engineer; MTS; Digital Success Engineering

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Software Engineering

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Agents and AI are fast-evolving technologies. The Digital Success Engineering team within Digital Experience Technology is building Agentforce-powered AI agents that handle customer support inquiries autonomously - resolving routine questions, deflecting cases, and delivering live chat support  implementations have already cut $100M in support costs, handled 3+ million customer conversations, and enabled Salesforce to offer 24/7 multilingual support in 7 languages - something never achieved before in its 27-year history.

As Customer Zero for Agentforce, we are at the absolute bleeding edge of autonomous agent development, pioneering architectural patterns that shape how global enterprises deploy AI. We are looking for an AI Software Engineer (Member of Technical Staff) who thrives in a fast-paced environment, delivers incrementally, and thinks creatively. You will build cutting-edge agent technologies using Agentforce, Agent Script, Salesforce CRM, and Data Cloud.

• Agent Architecture & Development:
  Design, build, and optimize enterprise-grade AI agents using Agentforce Builder, Agent Script, and New Graph Architecture (NGA).
• Autonomous Conversation Design:
  Develop agent topics, reasoning paths, skills, and fallback flows to deliver rich, multi-turn, multilingual support experiences.
• Prompt Engineering & Fine-Tuning:
  Craft, evaluate, and iterate on system prompts, guardrails, and contextual instructions (using techniques like few-shot learning and chain-of-thought) to maximize response accuracy, safety, and operational efficiency.
• Integrations & Data Pipelines:
  Build robust integrations connecting AI agents to Salesforce Data Cloud, Apex, REST/GraphQL APIs, and external enterprise systems to fuel agents with real-time context.
• Model Evaluation & Quality Assurance:
  Implement testing frameworks, A/B testing, and benchmarking to measure conversation quality, deflection accuracy, hallucination rates, and semantic search precision.
• Customer Zero Innovation:
  Partner with Product Management, Architects, and AI Researchers to test unreleased Agentforce capabilities internally, feeding critical insights back into core platform product roadmaps.
• Production Excellence:
  Participate in agile release cycles, contribute to CI/CD pipelines, conduct code reviews, and join on-call rotations to ensure high availability and sub-second response times for global, multi-tenant operations.

• Education:
  
  Bachelor's degree in Computer Science, Software Engineering, or equivalent practical experience.
• Experience Level:
• MTS: 3-5+ years of software engineering experience with strong backend development exposure including demonstrated experience designing and scaling AI/ML services or conversational AI systems.
• Core Software Engineering:
  Strong hands-on proficiency in object-oriented/statically typed languages (Java, Python, Apex, or C#) within microservice, multi-tenant SaaS environments.
• Applied Generative AI & NLP:
  Solid understanding of Large Language Models (LLMs), RAG architectures, prompt engineering/optimization, embeddings, and vector databases.
• Salesforce Ecosystem:
  Hands-on experience or working familiarity with the Salesforce Platform (Apex, LWC, Flows, API integrations, Agentforce).
• Data Integration & APIs:
  Experience developing and consuming RESTful/GraphQL APIs, managing data pipelines, and working with both relational and non-relational database architectures.
• Agile & Dev Ops:
  Familiarity with modern developer tools and practices (Git, CI/CD, unit testing frameworks, automated E2E testing).
• Communication &
  
  Collaboration:
  
  Excellent problem-solving skills and ability to translate complex technical concepts to non-technical stakeholders in a cross-functional environment.

• Direct hands-on experience with Salesforce Agentforce, Agent Script, or Data Cloud.
• Prior background building customer service bots, autonomous agents, or multi-agent orchestration frameworks at scale.
• Deep experience with evaluation techniques for GenAI, including RLHF, bias mitigation, and safety guardrailing.
• Salesforce certifications (e.g., Platform App…