AI Software Engineer (MTS) – Digital Success Engineering

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Job Category

Software Engineering

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Experience & Impact

Agents and AI are fast-evolving technologies. The Digital Success Engineering team within Digital Experience Technology is building Agentforce-powered AI agents that handle customer support inquiries autonomously — resolving routine questions, deflecting cases, and delivering live chat support at scale. Our implementations have already cut $100M in support costs, handled 3+ million customer conversations, and enabled Salesforce to offer 24/7 multilingual support in 7 languages — something never achieved before in its 27-year history.

As Customer Zero for Agentforce, we are at the absolute bleeding edge of autonomous agent development, pioneering architectural patterns that shape how global enterprises deploy AI. We are looking for an AI Software Engineer (Member of Technical Staff) who thrives in a fast-paced environment, delivers incrementally, and thinks creatively. You will build cutting-edge agent technologies using Agentforce, Agent Script, Salesforce CRM, and Data Cloud.

What You’ll Be Doing

• Agent Architecture & Development: Design, build, and optimize enterprise-grade AI agents using Agentforce Builder, Agent Script, and New Graph Architecture (NGA).

• Autonomous Conversation Design: Develop agent topics, reasoning paths, skills, and fallback flows to deliver rich, multi-turn, multilingual support experiences.

• Prompt Engineering & Fine-Tuning: Craft, evaluate, and iterate on system prompts, guardrails, and contextual instructions (using techniques like few-shot learning and chain-of-thought) to maximize response accuracy, safety, and operational efficiency.

• Integrations & Data Pipelines: Build robust integrations connecting AI agents to Salesforce Data Cloud, Apex, REST/GraphQL APIs, and external enterprise systems to fuel agents with real-time context.

• Model Evaluation & Quality Assurance: Implement testing frameworks, A/B testing, and benchmarking to measure conversation quality, deflection accuracy, hallucination rates, and semantic search precision.

• Customer Zero Innovation: Partner with Product Management, Architects, and AI Researchers to test unreleased Agentforce capabilities internally, feeding critical insights back into core platform product roadmaps.

• Production Excellence: Participate in agile release cycles, contribute to CI/CD pipelines, conduct code reviews, and join on-call rotations to ensure high availability and sub-second response times for global, multi-tenant operations.

Required Skills & Qualifications

• Education: Bachelor’s degree in Computer Science, Software Engineering, or equivalent practical experience.

• Experience Level:

• MTS: 3–5+ years of software engineering experience with strong backend development exposure including demonstrated experience designing and scaling AI/ML services or conversational AI systems.

• Core Software Engineering: Strong hands-on proficiency in object-oriented/statically typed languages (Java, Python, Apex, or C#) within microservice, multi-tenant SaaS environments.

• Applied Generative AI & NLP: Solid understanding of Large Language Models (LLMs), RAG architectures, prompt engineering/optimization, embeddings, and vector databases.

• Salesforce Ecosystem: Hands-on experience or working familiarity with the Salesforce Platform (Apex, LWC, Flows, API integrations, Agentforce).

• Data Integration & APIs: Experience developing and consuming RESTful/GraphQL APIs, managing data pipelines, and working with both relational and non-relational database architectures.

• Agile & DevOps: Familiarity with modern developer tools and practices (Git, CI/CD, unit testing frameworks, automated E2E testing).

• Communication & Collaboration: Excellent problem-solving skills and ability to translate complex technical concepts to non-technical stakeholders in a cross-functional environment.

Even Better If You Have (Preferred Qualifications)

• Direct hands-on experience with Salesforce Agentforce, Agent Script, or Data Cloud.

• Prior background building customer service bots, autonomous agents, or multi-agent orchestration frameworks at scale.

• Deep experience with evaluation techniques for GenAI, including RLHF, bias mitigation, and safety guardrailing.

• Salesforce certifications (e.g., Platform App Builder, Salesforce Developer, or AI Associate/Specialist).

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $117,200 - $176,700 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $141,200 - $194,200 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.