Engineer II, IT Service Delivery

Pen Fed is hiring a (Hybrid) Engineer II, IT Service Delivery at our Tysons, Virginia location. The primary purpose of this position is to design, build, secure, deploy, and support enterprise Salesforce solutions with a strong emphasis on Agentforce, AI-enabled service experiences, automation, integration, and operational reliability. The role serves as a senior technical contributor for Pen Fed Salesforce applications, and ITSM capabilities, Agentforce digital assistants, and agentic workflows that improve employee and member service outcomes.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

• Lead technical design, development, configuration, testing, deployment, and support of Salesforce applications, with emphasis on Agentforce Agents, , Service Cloud, ITSM, workflow automation, and AI-enabled user experiences.
• Design and implement Agentforce agents, sub agents/sub topics, actions, prompt templates, knowledge grounding, retrieval patterns, escalation paths, and human-in-the-loop workflows that solve business problems without creating unnecessary custom code.
• Build and maintain Salesforce platform capabilities using Apex, Lightning Web Components, Flow, SOQL/SOSL, APIs, web services, platform events, custom metadata, and secure integration patterns.
• Develop AI-enabled service desk and operations capabilities including conversational support, ticket creation and routing, case summaries, status updates, guided troubleshooting, knowledge article retrieval, password/unlock workflows, onboarding/offboarding support, and proactive notifications.
• Partner with Mule Soft, integration, data, and infrastructure teams to expose governed backend actions through reusable APIs, flows, connectors, and agent actions, ensuring least-privilege access, clear error handling, and complete auditability.
• Utilize Salesforce security, role-based access, permission sets, sharing rules, field-level security, Salesforce Shield/Event Monitoring where applicable, and Einstein Trust Layer capabilities such as masking, toxicity controls, trust boundaries, and zero-retention expectations.
• Apply secure AI and model governance practices, including AI risk assessments, prompt and response testing, data protection review, hallucination and output-quality checks, bias/toxicity review, operational guardrails, and production readiness documentation.
• Define and validate acceptance criteria, automated regression coverage, agent evaluation scripts, prompt/action test cases, performance checks, accessibility expectations, and rollback plans to reduce operational and compliance risk.
• Establish or improve team standards for Salesforce engineering, Agentforce implementation, prompt/action lifecycle management, CI/CD, branching, code review, documentation, observability, and release governance.
• Monitor production applications and AI agent performance using platform telemetry, dashboards, logs, case analytics, containment/deflection metrics, qualitative feedback, error rates, and operational KPIs to drive continuous improvement.
• Troubleshoot complex production incidents, agent failures, integration errors, data quality issues, permissions defects, and workflow exceptions; coordinate remediation with application, infrastructure, cyber, and vendor teams.
• Translate ambiguous business objectives into clear technical designs, user stories, architecture patterns, acceptance criteria, data needs, and delivery plans.
• Facilitate scoping and business priority-setting for complex changes, ensuring stakeholder alignment, regulatory awareness, and documented baseline requirements before delivery begins.
• Review technical designs and code from other developers to ensure appropriate technology selection, maintainable architecture, efficient resource use, reusable integration patterns, and alignment with Pen Fed standards.
• Provide technical leadership, mentoring, and guidance to less experienced developers, administrators, analysts, and delivery partners; may coordinate work across project resources without formal supervisory responsibility.
• Ensure all production updates follow company and departmental change control, release management, access management, information security, vendor risk, and operational readiness procedures.
• Support audit, compliance, third-party risk, and regulatory…