Sales & Service AgentForce Engineer

** We believe in the power and joy of learning*
* At Cengage, our employees have a direct impact in helping learners around the world discover the power and joy of learning. We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education.

** Overview*
* We are seeking an Sales & Service Agent Force Engineer with 3-5 years of hands-on experience across Salesforce ecosystem technologies and applied AI solutions. This role will focus on crafting, implementing, and optimizing intelligent workflows, customer engagement solutions, and automation powered by artificial intelligence within Salesforce environments.

The ideal candidate combines strong Salesforce platform expertise with practical experience employing generative AI, predictive analytics, automation, and intelligent integrations to improve business operations and customer outcomes.

** Key Responsibilities*
* + Design, configure, and maintain Salesforce solutions across Sales Cloud, Service Cloud, Experience Cloud, and related platforms.

+ Develop AI-enabled workflows and automation using Salesforce's AI technologies, Agentforce, generative AI tools, and external AI platforms.

+ Partner with business collaborators to find opportunities for technology-based process optimization and customer experience improvements.

+ Build and lead integrations between Salesforce and intelligent automation platforms, APIs, and enterprise applications.

+ Configure and optimize Salesforce Flows, Apex, Lightning components, validation rules, and automation processes.

+ Support AI use cases including intelligent case routing, predictive insights, content generation, chatbots, and recommendation engines.

+ Ensure data quality, governance, security, and compliance across Salesforce and AI systems.

+ Collaborate with multi-functional teams including product, engineering, operations, and analytics teams.

+ Monitor platform performance and recommend continuous improvements and scalable architecture solutions.

+ Know the latest emerging AI technologies, Salesforce releases, and industry practices.

** Required Qualifications*
* + 3-5 years of professional Salesforce platform experience.

+ Proven ability working with AI technologies, automation, machine learning applications, or generative AI solutions.

+ Solid experience with:

+ Salesforce Administration, Salesforce Flow, Apex, Lightning Experience

+ SOQL/SOSL, API integrations

+

Experience with Salesforce Einstein, Agentforce, or AI-powered CRM capabilities.

+ Familiarity with AI platforms/tools such as OpenAI, Azure AI, AWS AI services, Google Vertex AI, or similar technologies.

+ Experience integrating AI services into enterprise workflows or CRM platforms.

+ Strong analytical and problem-solving skills.

+ Superb communication and collaborator management abilities.

** Preferred Qualifications*
* + Salesforce certifications such as:

+ Salesforce Administrator

+ Platform App Builder

+ AI Associate

+ AI Specialist

+

Experience with :

+ Prompt engineering

+ Conversational AI

+ Data Cloud

+ Mule Soft

+ Python or Java Script

+ REST APIs

+ Knowledge of data governance and responsible AI practices.

+ Experience working in Agile delivery environments.

Success Metrics

+ Increased operational efficiency through automated processes using intelligent systems.

+ Improved CRM adoption and workflow optimization.

+ Reduction in manual processes and support resolution times.

+ Successful deployment and adoption of AI-enabled Salesforce capabilities.

Ideal Candidate Profile

This role is ideal for someone who:

+ Understands both CRM architecture and developing artificial intelligence innovations.

+ Can bridge technical and business conversations effectively.

+ Is comfortable experimenting with new AI capabilities while maintaining enterprise-grade standards.

+ Enjoys building scalable intelligent solutions that drive measurable business impact.

Cengage is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of any classification protected by applicable federal, state, provincial or local laws.

Cengage…