AI Solutions Engineer – Salesforce Agentforce

Agentforce Platform Development

Design, build and continuously improve AI agent flows within Salesforce Agentforce, progressing Kara’s capabilities across increasingly autonomous use cases

Develop and refine prompts, actions, flows, and integrations that enable Kara to handle increasingly complex support interactions autonomously

Maintain and extend the Agentforce knowledge base, working alongside the Knowledge & Education team to ensure high-quality, KCS-aligned content underpins AI responses

Integrate Agentforce with Keyloop's broader technology stack including Salesforce Service Cloud, internal DMS data, and the Fusion platform

Evaluate and integrate external LLM capabilities (e.g. Anthropic Claude API, Microsoft Copilot Studio) where they augment or extend Agentforce’s native functionality

Service & Process Efficiency

Identify automation opportunities across CE processes – from first-contact resolution and case routing to proactive customer communication and self-service deflection

Partner with the Data Analytics team to analyse support data, case trends, and agent handling patterns to surface AI use cases that reduce manual effort and improve customer retention

Partner with the business to deploy solutions that directly reduce cost-to-serve while lifting customer satisfaction

Support the evolution of AI-assisted tooling for CE agents, including in-call guidance, auto-summarisation, and next-best-action recommendations

Cross-Functional Collaboration

Engage CE leadership and heads of function (Support, Retention, Operations, Knowledge & Education) to align AI development priorities with strategic goals

Liaise with Keyloop's wider Product, Engineering, and AI CoE teams to ensure CE developments are coherent with platform-wide AI strategy

Communicate technical roadmaps, build progress and outcomes clearly to non-technical stakeholders, translating AI capability into business value

Quality, Governance & Continuous Improvement

Apply rigorous testing, monitoring and feedback loops to ensure AI agents perform accurately, safely, and consistently at scale

Document technical designs, integration specifications, and operational runbooks to support team scalability and knowledge transfer

Stay current with Salesforce Agentforce releases, Einstein AI updates, LLM provider developments (Claude, Copilot), and emerging AI/ML trends relevant to customer service

Champion responsible AI principles in all development work, ensuring outputs are explainable, auditable, and aligned with Keyloop's values