The Role
Build and evolve Salesforce Service Cloud, Omni-Channel, Agentforce, AI agents, customer channels, integrations, and intelligent automation. Develop Apex, SOQL, Flow, and Lightning Web Components solutions; connect Salesforce with external systems through APIs, events, and middleware; and establish testing, monitoring, security, and release practices. Partner with customer contact and technology teams to deliver scalable, measurable customer and agent experiences.
Summary Generated by Built In
Tech that takes you places
We’re CarTrawler, the global travel tech company behind seamless connections between people, places and possibilities. From powering car rental to creating smarter ways to move, we make travel smoother for millions worldwide. Our culture is built on curiosity, collaboration and craic where every idea counts and every journey matters. Ready to make an impact? Let’s go places together.
CarTrawler’s Product & Technology team brings innovation to every journey. Together, our engineers, product managers, designers and analysts use creativity, data and AI innovation to solve challenges that make travel easier for everyone. From building seamless digital experiences to powering smarter automation behind the scenes, we’re shaping a future where technology and people work hand in hand.
Your journey starts here!
This role shapes how CarTrawler serves customers through technology. You’ll help build and evolve our Salesforce Service Cloud platform, Agentforce capability, AI-powered customer experiences and the integrations that connect them to the wider business. From intelligent automation and agent assist to digital channels and the underlying platform, you’ll work across the technology stack that powers our customer contact operation.
You’ll combine hands-on Salesforce engineering with a practical approach to AI, integration and automation. You’ll design solutions that are secure, scalable and measurable, while helping us make thoughtful decisions about where to use Salesforce native capabilities, deterministic automation or AI.
Working within our Customer Contact Technology team, you’ll collaborate closely with Customer Contact, Product & Technology and wider business teams. You’ll have the opportunity to shape an evolving platform and help turn emerging Salesforce and AI capabilities into meaningful improvements for customers and the people who support them.
We’re CarTrawler, the global travel tech company behind seamless connections between people, places and possibilities. From powering car rental to creating smarter ways to move, we make travel smoother for millions worldwide. Our culture is built on curiosity, collaboration and craic where every idea counts and every journey matters. Ready to make an impact? Let’s go places together.
CarTrawler’s Product & Technology team brings innovation to every journey. Together, our engineers, product managers, designers and analysts use creativity, data and AI innovation to solve challenges that make travel easier for everyone. From building seamless digital experiences to powering smarter automation behind the scenes, we’re shaping a future where technology and people work hand in hand.
Your journey starts here!
This role shapes how CarTrawler serves customers through technology. You’ll help build and evolve our Salesforce Service Cloud platform, Agentforce capability, AI-powered customer experiences and the integrations that connect them to the wider business. From intelligent automation and agent assist to digital channels and the underlying platform, you’ll work across the technology stack that powers our customer contact operation.
You’ll combine hands-on Salesforce engineering with a practical approach to AI, integration and automation. You’ll design solutions that are secure, scalable and measurable, while helping us make thoughtful decisions about where to use Salesforce native capabilities, deterministic automation or AI.
Working within our Customer Contact Technology team, you’ll collaborate closely with Customer Contact, Product & Technology and wider business teams. You’ll have the opportunity to shape an evolving platform and help turn emerging Salesforce and AI capabilities into meaningful improvements for customers and the people who support them.
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.
Skills Required
- Around 5+ years of hands-on Salesforce platform engineering experience
- Experience with Apex, SOQL, Lightning Web Components, and Flow
- Strong Salesforce Service Cloud and Omni-Channel experience, including routing and customer contact operations
- Experience supporting digital channels such as email, chat, or messaging
- Experience integrating Salesforce with external systems using REST APIs, event-driven architecture, and middleware
- Experience with Agentforce, generative AI, LLM-based solutions, or intelligent automation
- Understanding of prompts, grounding, guardrails, knowledge, and human handoff
- Understanding of Salesforce security, permissions, sharing, identity, data modelling, privacy, and auditability
- Experience with testing, release practices, and maintainable development
- Ability to assess solutions using data and measurable outcomes
- Ability to collaborate across teams, systems, and technology partners
- Salesforce Platform Developer I, Platform Developer II, or equivalent practical experience
- Service Cloud Consultant certification
- Salesforce Agentforce or AI credentials
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The Company
What We Do
The leading global B2B provider of car rental and mobility solutions to the travel industry. Our purpose is driving successful partnerships. CarTrawler’s end-to-end technology platform expands our airline and travel partners’ offering to their customers, creating substantial ancillary revenue opportunities. We provide unrivalled breadth and depth of content worldwide, including car rental, private airport transfer and ride-hailing services. CarTrawler creates innovative, data-led solutions for some of the largest travel brands in the world, including United Airlines, American Express, easyJet, Alaska Airlines, SWISS, Hotels.com and Emirates. As a B2B company we focus solely on helping our airline and travel partners build their brands, not our own.
