Specialist - Software Engineering

Role Summary

The CRM AI Analyst designs and delivers AI powered assistants that enhance everyday CRM workflows in a safe compliant way

This role focuses on building and optimizing Agentforce assistants prompts and actions to support real world use cases such as call documentation pre call insights and automated content drafting

Partnering closely with business users CRM and Data Cloud teams this role should ensure AI responses are accurate compliant and powered by trusted data The position also drives testing adoption training and continuous improvement while monitoring usage and working with Salesforce and system integrators to introduce new AI capabilities as they evolve

Experience 3 5 yrs

Key Responsibilities

Design build and maintain Agentforce AI assistants to support CRM use cases eg Compliant call note entry precall summaries auto call logging suggestedautomated RTE drafting

Develop and optimize AI prompts aligned with business workflows compliance rules and data availability

Configure Agentforce actions guardrails and response logic to ensure safe and compliant AI outputs

Partner with business teams to translate realworld user needs into conversational AI use cases

Collaborate with Data Cloud and CRM teams to ensure AI assistants leverage trusted governed data

Test validate and continuously refine AI responses based on user feedback and performance metrics

Ensure AI assistants comply with all internal pharmaceutical compliance standards medicallegal requirements and data privacy regulations

Support rollout training and change management for AIenabled CRM features

Monitor adoption and usage of Agentforce capabilities and recommend enhancements

Partner with Salesforce and System Integrators to enable new AI use cases as they become available

Qualifications

35 years of experience in AIML development or conversational AI preferably within Salesforce ecosystem

Strong understanding of prompt design conversational flows and AI guardrails

Ability to work closely with business users and translate needs into AIenabled solutions

Experience in regulated industries preferred pharmalife sciences

Strong communication and documentation skills

Salesforce certifications and Agentforce experience are a plus Salesforce Certified Platform Administrator Salesforce Certified Platform App Builder Salesforce certified business Analyst Salesforce Certified AI Specialist