Salesforce Developer - Agentforce (AI Support Agents)

About the role

Open English, a global EdTech platform with over 3 million students, is looking for a Salesforce developer focused on Agentforce AI support agents. The role analyzes and designs software requirements from stakeholder specifications, turns them into code, and maintains the organization's Agentforce agents. It works closely with the Project Leader, Salesforce Administrators and the Agentforce agents serving B2C, B2B and B2G customer service lines, from build through production rollout, troubleshooting and cost oversight.

Key responsibilities

• Develop and maintain Visualforce pages, Apex code and integrations with third-party solutions, and create custom objects, workflows, email alerts, templates and campaigns.
• Refine Agentforce system prompts and instructions, and build conversational logic such as retention/cancellation flows and lookup actions.
• Configure Agentforce Coworker permission sets and activate beta features.
• Build and debug Salesforce Flows for session escalation, business hours routing and queue assignment.
• Maintain the WhatsApp Service Provider integration, IVR-to-WhatsApp handoffs and run A/B tests on WhatsApp outreach.
• Partner on the upcoming Five9 + Agentforce voice integration.
• Diagnose sandbox vs. production issues, escalate critical incidents, monitor Flex Credit consumption and coordinate with account executives on cost overages.
• Work with QA and product teams on production handoff and rollbacks, and report risks to stakeholders.

Required profile

• At least three years of advanced Salesforce development experience.
• Bachelor's degree in Computer Science or equivalent experience.
• Intermediate written and verbal English.
• Experience with Agile approaches (Scrum, XP) and hands-on Agentforce configuration.

Required skills

• APEX, Visualforce, Flows, Process Builder and Workflow Rules.
• REST services, JavaScript, XML/SOAP and web services standards.
• Preferred: Lightning development, Data Cloud, WhatsApp Business API and Five9.