More jobs:
AI Ops Engineer; Salesforce
Job in
Hartford, Hartford County, Connecticut, 06183, USA
Listed on 2026-06-13
Listing for:
Simplus
Full Time
position Listed on 2026-06-13
Job specializations:
-
IT/Tech
AI Engineer (Applied/Software)
Job Description & How to Apply Below
Project Delivery Services | Hartford, Connecticut
We are seeking an AI Ops Engineer (Agentforce) responsible for production operations, reliability, governance, and continuous optimization of Salesforce Agentforce agents deployed across Service Cloud and related Salesforce platforms. This role focuses exclusively on Agentforce agent operations-including agent topics, actions, grounding, orchestration flows, trust layer controls, and human handoffs-to ensure agents operate safely, predictably, and at enterprise scale. You will function as the production owner for Agentforce agents, bridging Salesforce platform engineering, support operations, security, and business stakeholders.
Responsibilities
* Own L2/L3 production operations and on‑call support for Salesforce Agentforce agents across Service Cloud.
* Act as production owner for Agentforce agents, ensuring reliability, safety, and predictable behavior at enterprise scale.
* Monitor and resolve agent incidents impacting virtual conversations, case handling, and human handoffs.
* Build and maintain Agentforce-specific runbooks for topic failures, action errors, flow/Apex dependencies, and integrations.
* Implement observability and monitoring for agent sessions, topic accuracy, action latency, escalation patterns, and failures.
* Create dashboards linking agent performance to case outcomes and business resolution metrics.
* Detect and manage agent behavior drift caused by changes in topics, actions, grounding data, or instructions.
* Operate Salesforce Trust Layer and AI guardrails, including data masking, access boundaries, prompt injection protection, and safe escalation.
* Ensure agents use approved actions only, follow least-privilege access, and escalate sensitive scenarios correctly.
* Own reliability of Agentforce Actions and integrations (Flows, Apex), including error handling, timeouts, and fallback paths.
* Govern Agentforce release and change management with sandbox validation, canary deployments, fast rollback, and version traceability.
* Monitor and optimize cost, performance, and capacity, including usage spikes, infinite loops, and grounding overuse.
* Support audit readiness and compliance using agent decision logs, access traces, and policy-violation monitoring.
* Serve as the operational bridge between Service Ops, Salesforce platform teams, Security, Compliance, and Product owners.
* Train support teams and publish Agentforce Ops reports covering incidents, quality trends, and trust/safety metrics
Responsibilities
* 5+ Years of experience working with Salesforce in a similar role
* Hands-on experience with Agentforce
* Strong communication skills
Compensation
* $85, plus Bonus
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