AI Engineer (Salesforce & Contact Centre Operations)

What you’ll do as an AI Engineer (Salesforce & Contact Centre Operations) • Build and evolve our Salesforce platform: Develop scalable solutions across Service Cloud using Apex, SOQL, Flow and Lightning Web Components, while shaping technical decisions around data models, security, permissions, performance and maintainability.

• Connect Salesforce to the wider business: Design and own integrations with internal systems and contact-centre technologies using REST APIs, platform events and middleware, building in robust monitoring, error handling, retries and fallback approaches.

• Build our Agentforce and AI capability: Design, develop and maintain AI agents, agent-assist experiences and intelligent automation, including topics, actions, prompts, grounding, knowledge, guardrails and effective handoffs between AI and people.

• Develop our Service Cloud and customer channels: Configure and support Service Cloud and Omni-Channel, including routing, queues, skills and presence, while expanding customer experiences across email, chat, messaging, WhatsApp and other digital channels.

• Make AI and automation work in the real world: Establish testing, monitoring and release practices, evaluate AI and automation performance using operational data and continuously improve experiences based on customer and agent outcomes.

• Turn business challenges into practical technology: Partner with Customer Contact and wider teams to translate operational needs into scalable solutions, making informed decisions about when to use Salesforce configuration, custom development, deterministic automation or generative AI.

• Help shape our technology direction: Provide technical guidance to internal teams and external partners, champion strong engineering practices and explore emerging Salesforce and AI capabilities that can deliver meaningful value for our customers and teams.

What you’ll bring to the team • Strong Salesforce engineering experience: Around 5+ years building on the Salesforce platform, with hands-on expertise across Apex, SOQL, Lightning Web Components and Flow, ideally supported by Salesforce Platform Developer I, Platform Developer II or equivalent practical experience.

• Deep Service Cloud knowledge: Strong experience with Service Cloud and Omni-Channel, including routing and customer contact operations, plus experience supporting digital channels such as email, chat or messaging. Service Cloud Consultant certification would be an advantage.

• Integration expertise: Proven experience connecting Salesforce with external systems through REST APIs, event-driven architecture and middleware, with an understanding of how to build integrations that remain resilient when things don’t go to plan.

• Practical AI and Agentforce capability: Experience with Agentforce, generative AI, LLM-based solutions or intelligent automation, with an understanding of prompts, grounding, guardrails, knowledge and human handoff. Relevant Salesforce Agentforce or AI credentials would be a plus, but practical experience matters most.

• Strong engineering judgement: A solid understanding of Salesforce security, permissions, sharing, identity, data modelling, privacy and auditability, combined with disciplined approaches to testing, releases and maintainable development.

• A commercial and customer-focused approach to technology: The ability to assess solutions using data and measurable outcomes, and to choose thoughtfully between configuration, custom development, deterministic automation and generative AI rather than reaching for technology for technology’s sake.

• Curiosity, collaboration and a drive to keep learning: Experience working across multiple teams, systems and technology partners, with the communication skills to turn complex requirements into clear solutions and a genuine interest in how Salesforce and AI are changing the future of customer contact.