Agentforce Forward Deployed Engineer (FDE)

This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/13845073 For further inquiries about this opportunity, please contact our Talent Specialist, Tenishbabu at 224-507-1292 Title: Agentforce Forward Deployed Engineer (FDE) - Remote\ Location: Remote\ Duration: 3 Months Ability to travel on-site Hoffman Estates, IL occasionally if/as needed would be good and client will pay expenses.\ Description: The Engineer will work directly with a solution architect and customer service stakeholders to rapidly translate a targeted service use case into a working Agentforce solution. The POC should demonstrate how an AI assistant can improve customer care productivity and minimize escalations to Salesforce admins in resolving cases that require an understanding of customer context. Customers, in this instance, are focused on completing training required to acquire or retain their certification. Design and develop a proof of concept for an AI-powered Customer Service Assistant using Salesforce Agentforce. The ideal candidate combines Salesforce development expertise, Agentforce configuration, AI/LLM understanding, and customer-facing solution engineering. Key Responsibilities Conduct focused discovery with customer service SMEs and Salesforce admins to understand the selected POC use case, service processes, data sources, and success criteria.\ Design the Agentforce Customer Service Assistant\ Configure and develop the POC using Agentforce and Service Cloud.\ Enable the agent to use relevant customer, case, knowledge, and service information available within Salesforce.\ Develop custom capabilities and, where required, provide specifications and guidance to a Salesforce developer for pro development.\ Develop test scenarios covering expected conversations, edge cases, unsupported questions, incorrect or incomplete information, and escalation paths.\ Evaluate the quality of agent responses and actions and iteratively refine topics, instructions, prompts, grounding, and workflows.\ Demonstrate the completed POC to business and technology stakeholders and document the architecture, configuration, and limitations\ Deploy the POC and track first contact resolution, avoided escalations, and productivity improvements.