5 months ago
Ho Chi Minh City, VietnamSenior
Responsibilities
- Design, build, and continuously improve AI agent flows, prompts, actions, integrations, and autonomous use cases in Salesforce Agentforce.
- Maintain and extend the Agentforce knowledge base and integrate Agentforce with Salesforce Service Cloud, internal DMS data, and the Fusion platform.
- Evaluate and integrate external LLM capabilities such as Anthropic Claude API and Microsoft Copilot Studio.
- Identify customer-service automation opportunities involving case routing, first-contact resolution, proactive communication, and self-service.
- Partner with Data Analytics and business stakeholders to analyze support trends and deliver solutions that reduce manual effort and cost-to-serve.
- Support AI-assisted tooling such as in-call guidance, auto-summarization, and next-best-action recommendations.
- Communicate technical roadmaps and outcomes to non-technical stakeholders and align work with the wider AI strategy.
- Apply testing, monitoring, feedback loops, responsible AI principles, and documentation to ensure safe and scalable deployments.
Requirements
- Hands-on Salesforce platform development experience with Flows, Apex, and Lightning Web Components.
- Practical experience with Salesforce Agentforce, Einstein AI, or comparable conversational or generative AI platforms.
- Strong understanding of API integration patterns and connecting AI agents to third-party systems and data sources.
- Experience with LLM APIs and orchestration, such as Anthropic Claude API, Azure OpenAI, or Microsoft Copilot Studio, or the willingness to develop this expertise quickly.
- Understanding of prompt engineering, grounding, guardrails, and output-quality techniques.
- Ability to translate non-technical stakeholder requirements into working technical solutions.
- Experience in customer service, support, or ITSM environments.
- Clear and confident English communication skills and the ability to collaborate across time zones and cultures.
- Experience with RAG patterns, knowledge-grounded AI architectures, or multi-agent and multi-model architectures is desirable.
- Experience with JavaScript, data privacy and AI governance, automotive or DMS environments, SaaS B2B software, or global delivery models is desirable.
- Salesforce certifications such as Platform Developer I/II, Agentforce Specialist, or Service Cloud Consultant are desirable.
Benefits
- Keyloop offers training, development support, career progression opportunities, and collaboration with international industry experts.
- The company promotes an inclusive and diverse work environment with equal-opportunity employment.
- The role is based in Keyloop’s Global Delivery Hub in Vietnam and involves collaboration across global teams and time zones.
- Keyloop states that pay and benefits reflect employee performance and that employees are encouraged to develop their careers.
Tech Stack
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