Agentforce Forward Deployed Engineer (FDE) - Remote

DivIHN (pronounced “divine”) is a CMMI ML3-certified Technology and Talent solutions firm. Driven by a unique Purpose, Culture, and Value Delivery Model, we enable meaningful connections between talented professionals and forward-thinking organizations. Since our formation in 2002, organizations across commercial and public sectors have been trusting us to help build their teams with exceptional temporary and permanent talent.

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Description:

The Engineer will work directly with a solution architect and customer service stakeholders to rapidly translate a targeted service use case into a working Agentforce solution. The POC should demonstrate how an AI assistant can improve customer care productivity and minimize escalations to Salesforce admins in resolving cases that require an understanding of customer context. Customers, in this instance, are focused on completing training required to acquire or retain their certification. Design and develop a proof of concept for an AI-powered Customer Service Assistant using Salesforce Agentforce.

The ideal candidate combines Salesforce development expertise, Agentforce configuration, AI/LLM understanding, and customer-facing solution engineering.

Key Responsibilities

• Conduct focused discovery with customer service SMEs and Salesforce admins to understand the selected POC use case, service processes, data sources, and success criteria.
• Design the Agentforce Customer Service Assistant
• Configure and develop the POC using Agentforce and Service Cloud.
• Enable the agent to use relevant customer, case, knowledge, and service information available within Salesforce.
• Develop custom capabilities and, where required, provide specifications and guidance to a Salesforce developer for pro development.
• Develop test scenarios covering expected conversations, edge cases, unsupported questions, incorrect or incomplete information, and escalation paths.
• Evaluate the quality of agent responses and actions and iteratively refine topics, instructions, prompts, grounding, and workflows.
• Demonstrate the completed POC to business and technology stakeholders and document the architecture, configuration, and limitations
• Deploy the POC and track first contact resolution, avoided escalations, and productivity improvements.

DivIHN is an equal opportunity employer. DivIHN does not and shall not discriminate against any employee or qualified applicant on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status.