Sales & Service AgentForce Engineer
We believe in the power and joy of learningAt 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.OverviewWe are seeking an Sales & Service AgentForce 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 ResponsibilitiesDesign, 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 Qualifications3–5 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 ExperienceSOQL/SOSL, API integrationsExperience 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 QualificationsSalesforce certifications such as:Salesforce AdministratorPlatform App BuilderAI AssociateAI SpecialistExperience with:Prompt engineeringConversational AIData CloudMuleSoftPython or...